What does the customer Dashboard show?
The authenticated Dashboard summarizes submissions, released COAs, work in progress, and items needing attention. It lists the customer's or company workspace's orders and vial progress, links to order details, and provides a New Order path. It also surfaces account-specific action items such as company invitations or signature requests addressed to the signed-in email.
Is the Dashboard a substitute for contacting support?
Use the Dashboard and order pages for live order, sample, and result availability. If information appears wrong, access fails, or a decision is required, open a tracked request from Help & Support. Sona and chat agents should direct customers to the portal rather than disclose live account data from a caller-supplied identifier.
What is the Partners page?
The Partners page is a company workspace's shared roster of companies and people under whose names it issues certificates. Owners and admins can manage the roster. A partner may be only a saved printable name, invited but not yet active, or an active partner account. Those states are not interchangeable.
What can an active partner account see?
An active partner signs in to see only certificates issued in that partner's name. Partner access does not grant access to the submitting company's complete order history, billing, other partners, internal notes, or unrelated certificates. A saved name without an accepted account receives certificates by email but cannot sign in as that partner.
Does adding a partner name create a portal account?
No. Adding a certificate recipient records the printable name and delivery email. Portal access requires a separate partner invitation and acceptance. Until acceptance, the partner receives the certificate by email. Never tell an invited or name-only partner that they already have portal access.
How do customers open and track support requests?
Open https://axiomanalyticslab.com/portal/support in the authenticated portal and choose New request, or go directly to https://axiomanalyticslab.com/portal/support/new. Select a category, describe the issue and desired outcome, and attach an owned order when relevant. The portal assigns a ticket number and shows status, category, linked order, visible messages, and activity. Replies are delivered in the portal and by email.
Who can see a company support request?
A request opened within a company scope represents the company, so authorized company members can see the customer-visible thread. They cannot see Axiom's internal notes. A user cannot access a request belonging to an unrelated account or company.
What happens when a support request is closed?
A closed request remains readable but cannot receive another portal reply. Open a new request and reference the previous ticket number if more work is needed. Do not assume that replying to an unrelated chat or creating a duplicate ticket will reopen the closed thread.
How are phone, text, chat, and email requests handled?
Axiom routes supported Quo phone or text events, Tawk chat or ticket events, portal requests, and support email into the support workflow. When the sender can be safely matched to an account, the request can be tied to that customer; otherwise staff verifies identity before disclosing account-specific information. Channel ingestion does not bypass category, privacy, or escalation rules.
What should customers include in a request?
Include the account email, relevant order, sample, COA, tracking, or invoice identifier, a factual description of what happened, the desired outcome, and any real deadline. For damage, preserve packaging and photos. Do not include passwords, one-time codes, full payment credentials, secret keys, or unrelated sensitive information.