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Support runs on tickets: pick a type, describe the problem, attach screenshots if they help, and the ticket appears in your own list with support’s replies threaded under it. The FAQ inside the app answers the common questions without waiting for anyone. Two shorter forms — a bug report and a feedback form — sit in the support menu and email the support team directly, which is the faster path when something is broken.
What you need first
Section titled “What you need first”- A signed-in AFP account. A ticket is private to the account that opened it and to the support team; other accounts cannot open it.
- The screenshots you want to attach, saved as image files.
- For a bug report or feedback, an email address you actually read — the reply goes there, not into the app.
Should I check the FAQ first?
Section titled “Should I check the FAQ first?”Yes, because the FAQ is the only answer that arrives instantly. It is a fixed set of questions and answers built into the app, shown as a panel of entries you expand one at a time, so reading it involves nobody.
A campaign that is not replying has a handful of causes you can check yourself. Work through Why is my campaign not replying? first, and open a ticket with what you found if the answer is not there.
| Path | Use it when | What comes back | Where the answer lives |
|---|---|---|---|
| FAQ | The question is a general one about how AFP works | An answer straight away, with nobody involved | In the app, the same for everyone |
| Contact Support ticket | You want a written answer about your own account, and screenshots help explain it | A threaded reply from support | In your ticket list, with the whole conversation |
| Report a bug | Something is broken now | An email reply | In the mailbox you typed on the form |
| Send feedback | You want to ask for a change or say what is missing | An email reply | In the mailbox you typed on the form |
How do I open a support ticket?
Section titled “How do I open a support ticket?”- Open Support in the app and open the Contact Support form.
- Choose the ticket type that matches your question.
- Give the ticket a short name and write the message.
- Attach images if a screenshot shows the problem faster than a description does. They are attached to the first message of the thread.
- Submit. The ticket appears in your unresolved list immediately.
A new ticket joins the queue of unresolved tickets that support works from; submitting one sends no alert of its own. That makes a ticket the right tool for something you want a written record of, and the bug report form the right tool for something that is broken now.
Which ticket type should I pick?
Section titled “Which ticket type should I pick?”The type picker on the form lists the types AFP offers, and it excludes one type reserved for tickets AFP raises itself. Pick the type closest to your question; the type is stored on the ticket and shown beside it in your ticket list.
How do I follow the thread and reply?
Section titled “How do I follow the thread and reply?”Your tickets sit in two lists — unresolved and solved. Each row shows the ticket’s type and how many replies from support you have not read yet.
Opening a ticket shows the whole thread, newest message first, with the images attached to each message.
- Open the ticket from your list.
- Read the messages from support at the top of the thread.
- Write your reply, attach any images, and send it.
Your reply joins the thread and is waiting for support the next time they open the ticket. Nothing else happens — a reply from either side sends no notification, so the unread count on the ticket in your list is the signal to watch. Get notified covers the events that do send alerts.
The unread count does not clear because the thread loaded. Messages are marked read one at a time as you read them, which is why a count can survive a quick look at a ticket.
When should I use the bug report or feedback form instead?
Section titled “When should I use the bug report or feedback form instead?”Both forms skip the ticket system and go straight to the support team’s inbox as an email, with you copied and set as the address the reply goes to.
| Form | What you fill in | What comes back |
|---|---|---|
| Report a bug | A title, a description, a severity of Low, Medium, High, or Critical, and your email address | An email reply to the address you typed; nothing appears in your ticket list |
| Send feedback | A title, a description, and your email address | An email reply to the address you typed; nothing appears in your ticket list |
The severity you pick is carried in the subject line of the email support receives, which is what makes it worth setting honestly. Reserve Critical for something that stops your campaigns from working at all.
Neither form keeps a copy you can return to in AFP, and neither accepts attachments. Use a ticket when the problem needs screenshots or a record.
Why can I not reply to my ticket?
Section titled “Why can I not reply to my ticket?”| Symptom | Cause | Fix |
|---|---|---|
| The reply is refused with a message that the ticket is solved | A solved ticket is closed to further replies from you | Open a new ticket and say what it follows on from |
| A ticket you opened is missing from the unresolved list | It was marked solved and moved to the solved list | Look in the solved list |
| The unread count stays after you read the thread | Messages are marked read individually, not when the thread loads | Open each unread message in the thread |
| No reply after a long wait | A new ticket sends no alert of its own; it waits in the unresolved queue support works from | Submit a bug report for anything broken — it emails the team directly |
| The bug report or feedback form returns an error | Both forms are sent as email and fail when the email service refuses the send | Retry, then fall back to a ticket, which does not depend on email |
| A reply to your bug report never arrives | The reply goes to the address typed on the form, not to your AFP account address | Check that mailbox, including its spam folder, and re-send with a corrected address |
| Someone else’s ticket is not visible to you | Tickets are scoped to the account that opened them | Ask that account holder to reply in their own ticket |
Related
Section titled “Related”- Get notified — the events AFP alerts you about, and why a ticket reply is not one of them.
- Why is my campaign not replying? — the checks worth running before opening a ticket.
- Notification catalogue — what each notification means, so a ticket can start from the right symptom.