Platform Support Process
Essential knowledge
Intended Audience:
Technical User
Author:
Jess Forbes
Changed on:
13 Feb 2026
Overview
Platform Support ProcessKey points
- Outcome: Readers will learn how to access the new Global Support Portal (GSUP), submit new request types and locate their legacy ticket history.
- Primary Action: Update all bookmarks to the new URL: https://support.fluentcommerce.com/
- Transition: GSUP replaced the legacy FRS system on September 1, 2025.
- Benefit: New escalation paths are now based on business impact and not just technical outages.
Fluent Commerce provides two tiers of support services: Enterprise and Professional. For more information on each tier, read the respective Service Level Agreement pages:
Overview
The Global Support Portal (GSUP) is the centralized hub for all Fluent Commerce support needs. This platform was designed to provide a faster, more organized experience that evolves alongside your technical requirements.What This Means for You
- Access: Access GSUP via your existing login methods. No new credentials are required.
- New Requests: All new support requests must be submitted through GSUP.
- Existing Tickets: Open tickets in the legacy Fluent Request System (FRS) will remain active until resolved.
- History: Your complete support history, including past FRS tickets, is accessible within the new portal.
Portal Capabilities
The new experience offers several enhancements over the legacy system:- Impact Based Escalations: Ensure issues affecting time critical goals or operations receive the correct priority.
- Simplified Forms: Request forms refer you to the correct team more efficiently.
- Inline Documentation: Real time links and information update as you fill out forms to help you find answers faster.
- Full Visibility: Track all open and past tickets in one unified view.
Available Request Types
To ensure your ticket is routed to the right expert, please select the most relevant category:| Category | Description |
| API & Workflows | Performance issues or errors with Fluent APIs and client rules. |
| Data Management | Requests to delete, modify or extract data not available via API. |
| Integration Support | Issues specifically related to integrations with Fluent Connectors. |
| Frontend Applications | Bugs or errors in Fluent Store, Fluent OMS or other UI interfaces. |
| Inventory & Sales Events | Bulk inventory uploads or coordination for upcoming high traffic sales events. |
| Access & Security | SSO setup, Support Portal access and Information Security requests. |
| Customer Success | Direct requests to connect with your Customer Success Manager. |
Accessing Previous Tickets
Your previous FRS tickets remain attached to your profile. To access them:- Log in to the Global Support Portal.
- Navigate to your Requests page in the top navigation bar.
- Filter by "All" to see both open and closed tickets from the previous system.
