How to communicate between parties
Communication guide for the Podform3D portal
Understand the three communication channels
This video explains how to communicate effectively in the Podform3D portal. There are three distinct channels. The goal is to know when to use each one to get the right support.
Reference view at 0:01. Contact Podform3D for technical support
Use the Report an issue with the platform button in the top right to report a technical problem to Podform3D. This is the main channel for day-to-day support. The message can include the date, time, user, and up to 2,000 characters. Messages can remain unread so they can be reviewed later.
Reference view at 0:30. Communicate with your clinics
Internal messaging is for communication between you and your clinics, not with Podform3D. It is useful when you manage several satellite clinics or several independent clinics. You can select the relevant clinic and exchange messages with it directly.
Reference view at 1:37. Use tickets for a specific order
Tickets are for internal exchanges around a specific order. They are designed for you, your clinics, your clients, or your manufacturing teams. Use them when an order has an error, a special need, or information that must be clarified.
Reference view at 3:30. Flag an order for Podform3D review
If Podform3D needs to review an order, use Reject or Reject and Finish during the validation step. The order then moves to In Review. Describe the problem clearly and concisely. The more precise the comment is, the faster the resolution will be. A team member reviews these cases every day between 8 a.m. and 5 p.m., with a target response time of 24 hours or less.
Reference view at 5:32. Understand what happens after rejection
Once rejected, the order cannot be used until it is corrected. Podform3D receives a notification and owns the investigation. When the problem is resolved, a comment is added to Internal Comments explaining the cause, solution, and related order statuses. While the order is In Review, you cannot modify it. If needed, you can duplicate it and create a new order.
Reference view at 7:22. Return to the normal workflow
After resolution, the order usually returns to Processed within 24 to 36 hours. You can then validate it again to confirm that it can move back to printing.
Reference view at 8:55. Use other support options when needed
Outside the portal, support remains available by email at antonin@podform3d.com. For daily work, remember two main paths. Podform3D support goes through Report an issue or Reject and Finish. Internal communication goes through messaging and tickets.
Reference view at 9:19.