How do I contact Shopify Support's Inbox/Ticket system now? Has it changed?!

[Snowleopard18]

It seems that Shopify has made changes to their support system, possibly due to the introduction of their new AI chatbot?

Previously, you could use the "Support Inbox" ticketing/email system to contact support. However, now, it appears that this option is no longer available??

When trying to access the "Support Inbox" and clicking on "Contact Support," via my old past support tickets - it just redirects to the Help Desk page.

While I did manage to find an online chat option after some searching in the forums, even the chat support team seems uncertain about these changes, couldn't help and is looking into it.

I'm hoping that the option for inbox ticketing support is still available somewhere within Shopify?

This is important because, at times, we may not have the time to chat with support online. Additionally, some questions are quite detailed and require a human touch rather than AI.

With online chat support, there can also be wait times, and it would be more convenient if Shopify could still please provide the option to leave a support ticket message for staff and return to it later once they've responded.

If anyone knows if support inbox tickets are still available and how to access them (via a link, for instance), please share.

Your help is much appreciated, thanks! 🙏😊

[Kastnerd]

https://help.shopify.com/en/messages  should this show past support tickets & chats? 

[jamisongsg]

I was directed to https://help.shopify.com/en/messages by Shopify Plus support during a chat yesterday after asking if there's a place to see support history. I was excited to learn about this inbox, because it's difficult searching and managing Shopify support followup messages by email, due to every chat and phone support followup email having the same subject line, "Shopify Support Call" or "Shopify Support Chat". Each message in the thread contains none of the previous email history, so it's not possible to see the ongoing conversation at a glance. Nor do subsequent messages contain the ticket number, which makes referencing them later a problem. I even got one support followup email that contained a link for the ticket number, but that landed on a 404 page (nice).

But alas, the Support Inbox had no content, even though I've had tons of past chats, calls, and emails with Shopify Support over the past 8 years. The confused agent asked me to take a screenshot, then emailed me later with this followup:

While I was able to share with you that I need to check this out with our team we have identified that the usage of the support inbox is yet to be available on the Plus merchants which still use the email form as the method of lodging the tickets for contacting support. Though I would like to inform you that this support inbox is available to the core plan including the plan that you are to move with once downgraded from Plus. 
 

Well as of today, I'm no longer a Plus merchant, because of the recent 25% ($500/month) rate hike/3-year contract situation. So maybe I'll get a Support Inbox now? Nope, guess not, just checked.

Is the Shopify Support Inbox being phased out, or is it just starting? Either way, what a horrible support ticketing system. Glad we're leaving Shopify.