Help Center & Support — Ananas GDS Docs

Overview

The Help Center is the in-app channel for reporting bugs, asking questions, and requesting features -- no need to look up a support email address. Every account type (accommodation, tour operator, cruise line, third party) sees the same Help Center entry in the sidebar. Submitting a report creates a support ticket that is emailed to the Ananas GDS support team and tracked inside the app until it is resolved.

Each ticket is a two-way conversation: you and the support team exchange messages on the ticket itself, unread replies are counted on the sidebar, and you can close a ticket yourself once your issue is solved.

Opening the Help Center

Open Help Center from the main sidebar (available to owners and sub-users alike). The page shows quick action cards to start a new report and a My Tickets table listing every ticket you or -- if you are the account owner -- any of your sub-users have submitted.

Submitting a Report

Click Report an Issue to open the report dialog and fill in the following fields:

Field	Description
Category	Bug, UI / Design, Data issue, Feature request, Billing, or General support.
Severity	Critical, Major, Minor, or Trivial -- how badly the issue affects your work.
Area	Which part of the app the issue relates to: Facts, Photos, Stop Sale / Allotment, Partners, Invoices, Surveys, Contracts, API / Dev Tools, Settings, Billing, or Other.
Subject	A short one-line summary.
Description	A full description of what happened, what you expected, and steps to reproduce.
Screenshots	Up to 3 images (PNG, JPEG, or WEBP), 5 MB max each -- attach a screenshot of what you are seeing.

Submit the form and your report is created immediately as a new ticket with an open status.

ℹ

Rate limit

To prevent abuse, ticket submission is limited to 5 reports per hour per account. Viewing your existing tickets is not affected by this limit.

Confirmation & Reference Number

Every ticket gets a reference number in the format ANA-00123 . As soon as you submit, the Ananas GDS support team is notified by email (with your screenshots attached), and you receive a confirmation email at your account address with the same reference number so you can quote it in any follow-up.

Tracking Ticket Status

Your ticket moves through the following statuses as the support team works on it:

Status	Meaning
`open`	Received, not yet picked up.
`in_progress`	The support team is actively working on it.
`resolved`	The issue has been fixed or the request completed.
`closed`	No further action -- either resolved and closed out, or not actionable.

Whenever the status of your ticket changes, you receive an in-app notification linking straight back to the Help Center so you can see the updated status chip next to your ticket.

✓

Sub-user visibility

Account owners see every ticket submitted by their sub-users in the same My Tickets table, so a manager always has full visibility into open issues across the account.

The Ticket Conversation

Select any row in My Tickets to open the full conversation. The thread starts with your original report and any screenshots you attached, followed by every message exchanged since. Support replies appear on the right under the Ananas Support name; your own messages appear on the left.

Type in the box at the bottom and choose Send to add a message. Both the person who filed the ticket and the account owner can reply, so a manager can chase an issue on behalf of a team member. Attachments can be added when you first create the ticket; follow-up messages are text only.

Unread Replies

When support answers, a red count appears next to Help Center in the sidebar, and the ticket is marked New reply in the My Tickets table. Both clear as soon as you open the conversation. The count refreshes on its own while the app is open, so you do not need to reload the page to notice an answer. You also receive an in-app notification and an email for each support reply.

Closing Your Own Ticket

If you solve the problem yourself, choose Close Ticket inside the conversation rather than waiting for support. You will be asked to confirm.

Closing is final

A closed ticket cannot be replied to or reopened from your side, and the message box is replaced by a note explaining this. If the problem comes back, send a new report -- quote the old reference number in the description so support can find the history.

You can close a ticket that is open, in_progress or resolved. A resolved ticket is not locked -- if the fix did not work, reply on the thread instead of closing it, and the support team will pick it back up.

← Authorized Users API Reference →