Work with support

# Work with support

Canonical: https://docs.flowrelay.app/recover/support-signals/
Markdown: https://docs.flowrelay.app/recover/support-signals.md

Support work starts from receipts, diagnostics, and safe summaries instead of copied event bodies, authentication headers, or screenshots of private data.

## Support path
Use this order when another team needs evidence.
1. Start with receipts and diagnostics
   Use receipts and diagnostics first when a partner or FlowRelay support needs evidence.
2. Approve diagnostics sharing
   Share a diagnostics share only after preview and explicit confirmation.
3. Use redacted support context
   Use redacted support summaries and support codes instead of copying private logs or event bodies.
4. Submit through a supported path
   Submit installed-store support through the app's support path, or let a scoped agent use the support-request preview and submit states; use support@flowrelay.app for pre-install questions.
5. Monitor the event history
   Monitor event history, receipts, usage meters, diagnostics state, and the resulting support conversation for the next safe action.

## What to send support
Start with the receipt ID, support code, diagnostics share, affected endpoint, approximate time window, and a plain-language description of the intended Shopify Flow workflow.


## What not to send
Do not share endpoint secrets, authentication headers, HMAC values, tokens, raw event bodies, customer records, Shopify sessions, store passwords, or database URLs. Do not send production screenshots containing private values.


## Submit the request and expect a bounded follow-up
Installed merchants should use the FlowRelay support path available from Shopify Admin. An authorized agent with setup:read and support:request may preview and submit a redacted structured request through POST /agent/v1/support-request-intents. Pre-install questions may go to support@flowrelay.app. FlowRelay records the safe request context, mirrors a redacted summary to the configured support workspace, and continues the conversation by email when needed; submission does not create a response-time SLA or authorize anyone to request secrets or raw event bodies.

- [Public support paths](https://flowrelay.app/support/): Choose the installed-store, pre-install, partner, or Agent Access support lane.

## Alerts and notifications
FlowRelay does not send or configure external alerts - no PagerDuty, Slack, email, or webhook notifications, and no custom alert rules. Use event history, receipts, usage meters, and diagnostics to review operational status.


## Related
- [Share diagnostics](https://docs.flowrelay.app/recover/diagnostics.md)
- [Event history](https://docs.flowrelay.app/operate/event-history.md)
- [Usage limits](https://docs.flowrelay.app/operate/usage-limits.md)

## Safety Boundary
Do not share endpoint secrets, authentication headers, HMAC values, tokens, raw event bodies, customer records, Shopify sessions, store passwords, or database URLs in public examples.