Internal Team Messaging

Plenix includes direct and group messaging built into the platform — no external chat tool needed. All messages are searchable and can link to tickets, companies, and other records.

Starting a direct message

1. Go to Email Hub > Team Messages in the sidebar.
2. Click New Message and select the team member.
3. Type your message and press Enter to send.

Type @ while composing to mention someone — they receive a notification.

Creating a group conversation

1. Click New Group.
2. Name the group (e.g. "Support Team", "DevOps", "Q3 Project").
3. Add members and click Create.

Linking a record to a message

Share a ticket, company, or invoice directly in a message:

1. Click the Attach record icon while composing.
2. Search for the record by name, ID, or number.
3. Select it — a preview card appears in the message.
4. Recipients can click the card to jump directly to the record.

Example: "Can you look at this ticket? The client is affected by last night's maintenance." — attach the ticket card directly in the message.

Attaching files

Drag and drop any file into the message box, or click the attachment icon. Files are stored in the Documents Hub and linked in the message.

Searching history

Click the search icon and type any keyword. Results show messages across all your conversations with context around each match.

Notifications

• In-app: Red badge on the Team Messages icon for unread messages
• Email: Digest of unread messages if you are offline (configurable in Profile > Notification settings)
• Mobile PWA: Enable push notifications for instant alerts

Suggestions

• Replace internal email threads. Messages are instant, searchable, and do not clog your inbox.
• Keep groups purposeful. Name groups after projects or functions rather than people so the right context is always clear.
• Use tickets for decisions. Complex decisions should go through tickets or the Autonomy approval workflow for a formal audit record.

Where to go next

• Understand the whole module → How Service Desk & Ticketing Works
• Next in this module → How a Request Becomes a Resolved, Billed Ticket
• Raise a Ticket
• Assign and Prioritise Tickets
• See where this fits in the bigger picture → How a Request Becomes a Resolved, Billed Ticket