What Mercury support can look at when helping with a request, what it never sees in a shipment lookup, and where those looks are listed on your Audit Trail.
Looking up a shipment from your request
When your request names a shipment, support can look it up by its tracking number, shipment number or reference. The lookup shows the shipment's status, carrier, service, dates, tracking events and whether a label was printed or voided.
A lookup also shows who created the shipment and from which location, and the city and state of carrier scans. It never shows the recipient's name, company, street, ZIP, phone or email, the contents, or notes and reasons your people typed. On a protected shipment the reference text is withheld too. Carrier scan text that names a person, such as who signed, is cut off.
Entering your organization
To solve some problems, support may need to see Shipping Center as you see it. Support staff enter under their own name, and the visit is recorded. In an organization that has turned on privacy protection for sensitive shipments, they must first give a reason or the request number. See how privacy protection works.
Mercury staff in your organization cannot reply to or create help requests as one of your users. On the Help pages they are read only.
Where it is listed
Open the Insights menu, choose Audit Trail, and filter to Support access. It lists:
- every shipment support looked up from a request: who looked, what they searched for, how many shipments matched, and, when the lookup came from a request, the request number, which links to it,
- if your organization has privacy protection turned on, every visit by support: who, when, the reason they gave and when they left.
Visits to organizations without privacy protection are recorded in Mercury's own audit trail under the staff member's name.
You see the Audit Trail only if your role includes it. Ask your administrator if you need it.
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