Get Support from Your Store

Opening a Support Ticket

You can open a support ticket without leaving your Cartly admin panel. Use Command — the AI assistant in your admin — to create and follow up on tickets.

How to Create a Ticket

1. Open Command from your admin panel (the AI assistant icon in the navigation).
2. Describe your issue in plain language. For example: "I cannot see my shipping zones in checkout" or "My product images are not uploading".
3. Command will ask for any details it needs and then create a support ticket on your behalf. You will see the ticket number (for example, #1042) in the conversation.
4. You will also receive an email confirmation with the ticket number and a summary of your issue.

Checking a Ticket's Status

To check the status of an existing ticket, open Command and ask something like "What is the status of ticket #1042?" Command will fetch the latest status and any replies from the support team.

Replying to a Ticket

If the support team has replied and you need to add more information, open Command and say "Reply to ticket #1042" followed by your message. Command will send your reply and show the updated thread.

Email Notifications

You receive an email notification each time the support team replies to one of your tickets. Replies also appear inside Command the next time you check the ticket status.

Ticket Priority

Ticket priority is set automatically based on your plan tier and is not something you need to choose. Higher-tier plans receive faster initial response times according to the platform Service Level Agreement (SLA).

Ticket Numbers

Every ticket has a human-readable number like #1042. Use this number when asking Command for an update, or when referencing the issue in email correspondence with the support team.