hi all,
i have noticed a few annoying bugs when trying to access the shopify plus chat support (which i need to do semi regularly, but often in bursts, where these crop up)
usually the first attempt to contact goes well, and the chat window works as intended, using these steps:
shopify admin > click site switcher in top right > shopify plus support —> new window
choose the relevant store > enter query > complete captcha ----> chat window
however when i then need to contact again within a week I need to make a conscious effort to go in and close that old chat window in advance or this happens:
stage 1 - shopify admin > click site switcher in top right > shopify plus support —> new window
stage 2 - choose the relevant store > enter query > complete captcha ----> open chat window to find it is the “this conversation has ended” message. > close message, and the chat window goes with it, making this session unrecoverable.
then if i go back to stage 2 and repeat the steps there, the shopify plus elevated status has gone, but everything still says “shopify plus support”
then I go through the first few steps of support before being informed that the regular support cannot help with a shopify plus account and i have to restart the process a third time.
i can’t attach screenshots for some reason, but here is a transcript of a chat where a support assistant says they can’t provide plus support from within a plus support window to show an example of the kind of issues this causes.
Sarah (Shopify Plus Support)
Oct 9, 2024, 11:15 EDT
15:06 Sarah (Plus Support Specialist): Hello Ian. Upon checking on your Account, it is a plus plan.Here in Shopify we have specific support handling Plus Account Merchants as we are unable to access your account further. What I will do now, is to escalate this to our Plus support team so they can reached out to you regarding your domain concern.
15:07 Ian Richens: hi, i did access this through the plus support page but it reloaded and apparently that makes it lose the plus priveleges
15:07 Ian Richens: i will try a third time
15:07 System: Chat ended by client