# 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 payloads, headers, or screenshots of private data.

## Support path
Use this order when another team needs evidence.
1. Use receipts and diagnostics first when a partner or FlowRelay support needs evidence.
2. Share a diagnostics package only after preview and explicit confirmation.
3. Use support-safe summaries and stable error codes instead of copying private logs or payloads.
4. Monitor event history, receipts, usage meters, and diagnostics state inside FlowRelay when checking whether a workflow needs attention.
5. Use FlowRelay event history and diagnostics for review. FlowRelay does not send configurable PagerDuty, Slack, email, webhook alerts, or custom notification rules.

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


## What not to send
Do not send raw payloads, full headers, endpoint secrets, HMAC values, Shopify tokens, session data, database URLs, customer data, copied private incidents, or production screenshots containing private values.


## Alerts and notifications
Support work uses event history, receipts, usage meters, diagnostics, and support-safe summaries. FlowRelay does not provide configurable PagerDuty, Slack, email, webhook alert, or custom notification rules.


## 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 include raw payloads, endpoint secrets, auth headers, HMAC values, Shopify tokens, Shopify sessions, database URLs, customer data, merchant incidents, or copied private logs in public examples.