Overview

Support Tickets provide a direct way to report issues, share feedback, or request account help without leaving AMS. Navigate to Help > Support Tickets to view and manage your tickets.

Create Ticket

Click New Ticket to open the creation modal. Fill in:

Type — Select from:
- Issue — Something isn't working correctly
- Feedback — Suggestions or feature requests
- Shopify Integration Setup — Request a guided walkthrough of the 10-step Shopify Manual Setup wizard. The modal will show a notice asking for 3 days/times you're available, and the Subject is auto-filled and locked since the meaningful content goes in the Description.
Subject (required) — A brief description of the issue or request. Auto-filled to "Shopify Integration Setup" and read-only when that type is selected.
Description — Detailed information about what you're experiencing or requesting. For Shopify Integration Setup tickets, list the days/times you're available for the walkthrough call here.

After submitting, a notification email is sent to the AMS support team.

Screenshots

You can attach up to 5 screenshots per ticket to help illustrate the issue. Add images directly in the create modal or on the ticket detail page after creation. Supported formats are JPEG, PNG, WebP, and GIF (max 10MB each).

Screenshots are stored securely and visible to both you and the support team. Click any thumbnail to view the full-size image. You can remove individual screenshots from the detail page.

When a new ticket or comment includes screenshots, up to 5 inline thumbnails are included in the notification email so the support team can see the images immediately.

Reports From Your Assistant

If you've connected an AI assistant, it can send the AMS team a problem report or an idea for you — handy when something doesn't work or you wish AMS could do more. It writes down what you were trying to do and what went wrong, then files it as a ticket here. These tickets show a Sent by your assistant label, and the team replies on the ticket like any other.

By default your assistant shows you each report and waits for your OK before sending. A business admin can let it send without asking under Integrations > AI Assistant > Settings, on the Overview tab; it will still tell you each time it sends one.

Tickets Table

The tickets table shows Subject, Status (Open/Closed badge), Type (Issue/Feedback/Shopify Integration Setup badge), Created date, and Last Comment (person and date). Filter by Status or Type.

Ticket Details

Click View from the row action menu to open the full ticket detail page with the description, screenshot gallery, and conversation thread.

Comments

The ticket detail page shows a comment thread where you can communicate back and forth with the support team. Each comment can include up to 5 screenshots — add images alongside your comment text and click Add Comment to post. Comment notifications are sent to keep both parties informed.

Close & Reopen

When an issue is resolved, use the Close action to mark the ticket as closed. Closed tickets can be reopened at any time if the issue recurs by selecting Reopen from the action menu.