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 saved list of companies and people it can assign to samples on its orders. Owners and admins can manage the roster. Adding a partner sends that partner an account invitation, or links an Axiom account that already exists, and shares no certificate: a partner receives a certificate only for a sample assigned to it on an order. A partner is invited but not yet active, or an active partner account; an older entry saved before invitations were automatic may show Invitation needed. Those states are not interchangeable.
Does adding a partner to my Partners roster share my certificates?
No. Adding a partner to the Partners roster sends that partner an account invitation, or links an Axiom account that already exists, and shares no certificate. A partner sees a certificate only after you assign that partner to that sample on an order: at submission, or with Add partners on the order, before or after release. Each assignment costs a flat $7.00 per partner, per sample.
What can an active partner account see?
An active partner signs in to see only the certificates for samples a customer assigned to that partner. Partner access does not grant access to the submitting company's complete order history, billing, other partners, internal notes, or unrelated certificates. A partner that has not accepted its invitation receives those assigned certificates by email but cannot sign in as that partner.
Does adding a partner name create a portal account?
Not until the partner accepts. Adding a partner, on the Partners page or on an order, sends that partner an account invitation, or links an Axiom account that already exists. Portal access begins when the partner accepts the invitation. Until then, the partner receives by email the certificates for samples assigned to it. Never tell an invited 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.