Help Center & Support
Report bugs and contact the Ananas GDS support team directly from the app, then track the status of your ticket.
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.
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.
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.