Submit a ticket through Partner Assistant

If you are a registered ISV (App Developer), you can get answers and submit support tickets through Partner Assistant, the AI Q&A copilot built into TikTok Shop Partner Center. Describe your issue in plain language first — you may get your answer right away. If the answer doesn't resolve your issue, Submit a Ticket is one click away. Note: The previous standalone ticket entries have been retired. Every new ticket now starts with at least one round of Q&A in Partner Assistant. You can still view and manage your existing tickets on the Support tickets page.

1. Open Partner Assistant in either of the following ways: click the floating button on any Partner Center page (hover over it to see Ask Partner Assistant for Help), or click Help in the top navigation bar and select Ask Partner Assistant. Partner Assistant opens in a slide-out drawer on the right side of the page:

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1. Describe your issue in the input box. Include specifics such as the API name, error code, or Request ID to help Partner Assistant give a more precise answer. Partner Assistant replies with a plain-language explanation, links to the relevant documentation, and a suggested next step:

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1. If the reply doesn't fully resolve your issue, click Submit a Ticket in the toolbar below the reply:

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Note: Even if Partner Assistant is temporarily unavailable, Submit a Ticket stays available, so you can always reach our support team.

1. Fill in the ticket details: choose the appropriate issue category so your ticket is directed to the relevant point of contact, provide a ticket title and a detailed issue description, and attach any relevant files and documents. The more detailed your description, the more efficiently our support team can provide timely assistance. When you're done, submit the ticket:

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1. Upon successful ticket submission, a confirmation will be displayed:

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Once you've submitted a ticket, our support team aims to provide an initial response within 24 business hours, usually much sooner, to address your question. Our goal is to resolve your issue completely within 48 business hours.

• Initial Response: Typically < 24 business hours
• Issue Resolution: Target < 48 business hours

Please note that these are general response time guidelines, and we always strive to address your needs as promptly as possible.