Support
Support
Section titled “Support”The Support portal lets you create and manage support tickets with the FormFlow team directly from within your Shopify admin — no need to switch to a separate help desk or email thread.
Support is available on Starter, Growth, and Pro plans. Priority support is included on the Pro plan.
Viewing Your Tickets
Section titled “Viewing Your Tickets”Go to Support in the sidebar to see all your tickets. Tickets are split into two tabs:
- Open — active tickets and those waiting for a response
- Closed — resolved tickets
Each ticket shows the subject, category, status, when it was opened, and when it was last updated.
Opening a New Ticket
Section titled “Opening a New Ticket”- Click Open New Ticket
- Fill in the form:
| Field | Description |
|---|---|
| Subject | A short summary of your issue or question |
| Category | Billing, Bug Report, Feature Request, or General |
| Description | Full details of your issue |
| Attachments | Optional — up to 5 files (PNG, JPEG, GIF, PDF, DOCX, or TXT; 10 MB per file) |
- Click Submit
You’ll be taken to the ticket detail page once the ticket is created.
Replying to a Ticket
Section titled “Replying to a Ticket”Open any ticket to read the full conversation thread. Messages from you appear in blue; responses from the FormFlow support team appear in green.
To reply:
- Type your message in the reply field at the bottom
- Optionally attach files
- Click Send Reply
Ticket Statuses
Section titled “Ticket Statuses”| Status | Meaning |
|---|---|
| Open | Active — waiting for a response from either side |
| Pending | Submitted and being reviewed by the support team |
| Closed | Resolved |