Solved

How can I file a support ticket for direct assistance?

Jeff1969
Visitor
3 0 1

Is there a way to file a support ticket for direct assistance to trouble shoot an issue?  

Accepted Solution (1)
Victoria
Shopify Staff
2145 150 252

This is an accepted solution.

Hi again, @David_Shaheen.

 

Thanks for letting us know. 

 

At this time, async and chat are our most efficient and effective channels for quickly and effectively providing support to merchants, this includes ensuring you can get quick access to resources and other support teams. 

 

I understand your preferred method of support is email. I'll be sure to pass along your feedback to our development team for further review.

Victoria | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 8 (8)

Victoria
Shopify Staff
2145 150 252

Hi there, @Jeff1969.

 

Thanks for reaching out and posting to the Shopify Community.

 

If your issue is non-account-specific and you'd like to share it here with the community, I'd be happy to troubleshoot with you and share the appropriate resources.

 

To create a support request via the Shopify Help Center and connect with a member of our internal team, please follow the steps below. 

 

How to contact Shopify Support:

  • Navigate to the Shopify Help Center and log into your store.
  • Select a support topic from the ones provided.
  • Please scroll down to the Get Support section on the following page to view our available contact options.
  • I recommend selecting our Chat with Us option to be connected to a live chat advisor.

 

If you have any further questions or need help accessing the help center, feel free to share them here.

Victoria | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

David_Shaheen
Excursionist
20 0 4

This is not correct anymore. There is no "get support" button! I can't find out how to actually submit a support ticket! in past it was so easy. Now ur pushing people to chat which isn't always good because you have to sit around and wait.

Victoria
Shopify Staff
2145 150 252

Hi, @David_Shaheen.

 

Thanks for reaching out!

 

You're correct that the steps have been updated to create a support request via the Shopify Help Center. I'll be happy to share the correct steps with you below. 

 

How to contact Shopify Support:

  • Head to the Shopify Help Center 
  • On the right-hand side, please type your question to the Help Center Assistant.
  • Once the Help Center Assistant has replied, you should see the option in the chat box to click I still need help.
  • After clicking I still need help, please click Connect with a Support Advisor.

 

If you have questions that are non-account-specific, feel free to share them here, and I'll take a closer look.

 

I hope this helps!

Victoria | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

David_Shaheen
Excursionist
20 0 4
Thank you. That said, chat is nice, but I prefer email since I don't have
to wait. I miss your email support. Is that not an option anymore? If not,
perhaps you should spell that out so people don't go looking for it.
Victoria
Shopify Staff
2145 150 252

This is an accepted solution.

Hi again, @David_Shaheen.

 

Thanks for letting us know. 

 

At this time, async and chat are our most efficient and effective channels for quickly and effectively providing support to merchants, this includes ensuring you can get quick access to resources and other support teams. 

 

I understand your preferred method of support is email. I'll be sure to pass along your feedback to our development team for further review.

Victoria | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

David_Shaheen
Excursionist
20 0 4
thank you. and in your help center, put in bold that they cannot contact
support via email. it might avoid frustration at the company.
Darcy_Lee
Tourist
5 0 1

yes please put that in bold  and there are some issues we need to ask via email 

and My current chat person does not know what I am asking and it has been an hour sorry David to put this in your in box

David_Shaheen
Excursionist
20 0 4
no prob 🙂