Product(s): Account Management portal (AMP), Foundry platform

Article Link: https://help.truecommerce.com/en/articles/5068392-amp-submit-and-manage-support-tickets

Within the Foundry Platform, the Account Management portal (AMP) is your one-stop-shop to submit your support tickets and manage existing tickets.

NOTE: If you do not already have access to Account Management, check out this article on how to ensure your account permissions are enabled.

To utilize the AMP:

Click the primary navigation menu icon in the top of the Foundry platform's left panel.
Select Account Management from the drop-down menu.
Click My Support Dashboard.
Click New Support Case to submit a ticket or click Review Cases to manage cases.

For step-by-step guidance, check out the AMP Guided Tutorials!

Guided Tutorials can be accessed from the Help menu (under the question mark icon in the top right) of the Foundry platform. Selecting Guided Tutorials will display a pop-up "Search for a Tutorial" window in the bottom right of your screen.

New Support Case Flow

Whenever you select New Support Case you will be brought into the Case Flow system which is designed to ensure that your case is properly routed to the correct team or department within TrueCommerce so that your ticket may experience as little downtime as possible.

Network Selection

The Network Selection screen is the primary way your ticket is routed - by ensuring the correctly selected Network your ticket will have the highest success of reaching the proper department.

Network	Description
Foundry Product	For a majority of our customers, those that utilize the core TrueCommerce products such as Transaction Manager, Pack & Ship, and Pulse.
eCommerce Integration	For customers utilizing our StoreFront connections such as Shopify, MarketPlace, Megento, and WooCommerce directly (Note: Shopify/WooCommerce as AS2 Trading Partners typically use Foundry Product selection)
ecUtopia	For Customers utilizing the ecUtopia platform
Gentran	For our Microsoft based customers that still utilize the legacy Sterling Gentran Directory/Server system to upload raw EDI to our network
Nexternal eCommerce	For Customers utilizing our Nexternal platform

Foundry Product Customers

A majority of our customers utilize the Foundry Core Product solution which includes applications such as Transaction Manager, Pack and Ship, Account Management Portal, Product Manager, and Pulse Analytics.

Product	Description
Transaction Manager	Missing/Rejected Transactions New Partner Connection requests Modifying Partner Connections Connectivity/AS2 Requests and issues Label Printing
Business System Integration	Modifications to Transaction Import/Export with your Business System/ERP Scheduled Upgrades, Migrations, or Updates Business System/ERP Configuration Changes Acumatica, Intuit QuickBooks, Microsoft Dynamics, NetSuite, Sage, SAP, Flat-Files
Pack & Ship	TrueCommerce Pack & Ship Solution Shipping Rates Missing Data/Transactions in Pack & Ship platform Pack & Ship Labels
Account Management	User Management Billing Questions
Pulse Analytics	Pulse Analytic questions

Common Request Flows

Request	Flow
Transaction Missing to/from Partner	Transaction Manager → Trading Partner Connections → Having Issues → Missing Transaction
Trading Partner Rejection	Transaction Manager → Trading Partner Connections → Having Issues → Received a rejection
AS2 Update	Transaction Manager → Trading Partner Connections → Modify an Existing Trading Partner → Update AS2 Certificate
Update ISA/GS Envelope	Transaction Manager → Trading Partner Connections → Modify an Existing Trading Partner → Update Sender/Receiver Info
Label/Packing Slips	Transaction Manager → Transaction Manager Platform → Labels/Packing Slips
Import/Export Issues	Business System Integration → (Product) → Transactions & Documents → Having an Issue → Can't Import/Export

rev. 1/10/2025