Your direct line
Persistent messaging with the team
In the side panel you open Support. It is a single chat thread that stays open: you type, the TrazaLab team replies, and the full history stays visible to both sides — not lost across 50 emails.
TRAZALAB TEAM · 09:42
Hi Dr. Mendoza! We saw your question about the shade Photo Gate. The photo needs to be taken with the VITA guide next to the tooth, not separately. Want me to send you the short video we have on that?
YOU · 09:44
Yes please. Also I am getting an error uploading the STL for patient María García — I will attach the order in the next message.
TRAZALAB TEAM · 09:45
Perfect. Attach the order with the clip button and we see the full case — you do not need to paste the ID by hand.
We continuously enhance the interface to deliver a premium experience. The view in your account may vary slightly.
LIVE POLLING
The view checks for new messages every few seconds. If you leave Support open, new messages appear without reload. If you are on another view, you see a counter on the Support tab in the side panel.
PERMANENT HISTORY
The thread keeps every message since day one of your account. If you got an answer six months ago and the same question comes back, open Support and you find it — no need to search through email.
What about "urgent" labels? Support does not use artificial categories or priorities. If something is blocking an important delivery, write it explicitly in your message ("I have a delivery tomorrow and I cannot upload the STL") — the team prioritizes by context, not by label.
When the issue is about a specific order
Attach the order to your message
There is a clip button in the chat bar. You open it, pick an order from the list (most recent first), and attach it. The TrazaLab team opens the case instantly with its full history — files, current stage, sendbacks, TrazaChat with the lab.
Attached order: #TZ-0847 · María García · Full Arch Upper
NO PASTING IDS
When you attach the order, the team does not have to ask "what is the ID? who is the lab? what stage is it in?". The full order context travels with your message.
LIMITED ACCESS
Attaching an order does not let the TrazaLab team modify it. They can view to diagnose, but any action (cancel, resend, change lab) is still yours. If they help you resolve something on the surgeon side, they tell you which button to press.
SURGEON AND LAB SHARE THE VIEW
If the issue involves both parties (e.g., surgeon uploaded a scan the lab cannot open), the TrazaLab team can see the order from both sides — the surgeon does not need to resend anything from their side.
Good practice: Good practice: if your question is general ("how does Photo Gate work?") do not attach an order — keep the chat context-free. If it is specific ("this order is stuck"), attach it from the first message. Saves a round of clarifications.
Not everything goes to support
When to use Support and when not
Support is for platform issues. For clinical conversations with your lab there is TrazaChat. Knowing which channel to use speeds up the response and frees up the TrazaLab team for what they actually solve.
YES, WRITE TO SUPPORT FOR
• A file will not upload, I get an error.
• My account is not receiving notifications.
• The "Send to surgeon" button does not enable.
• How do I connect a second lab?
• Why is my order stuck in validation?
• I want to report a platform bug.
DO NOT WRITE TO SUPPORT FOR
• Discuss order design with your lab → use the order's
TrazaChat.
• Request a quote from a lab → each lab handles pricing from their own panel.
• Change shade after approving → use that order's TrazaChat and send a sendback to the lab if needed.
• Clinical question to the technician → TrazaChat directly with the lab, not with TrazaLab.
SUGGESTIONS AND PRODUCT FEEDBACK
Yes, those go to Support. "I would like to filter by lab in the pipeline" or "the Create Order form had more options before": the TrazaLab team keeps a feature-request log and prioritizes by frequency.
Response time: Response time: TrazaLab does not promise automatic SLAs. During LATAM/Spain business hours, most messages get a first response in under an hour. Messages with an attached order and clear context resolve faster than vague ones.