If you call it something else, you're in the right place. What Sugibana Flow shows as a case is what most people call an incident, an alert, a ticket, or just "a problem with my account". They are all the same thing here, on the same page, with the same statuses. Wherever this page says "case", you can read "incident" — the words are used interchangeably below on purpose, so you can find this page whichever one you type.
What is a case (also called an incident) in Sugibana Flow?
A case — an incident in most other tools — is anything actionable on your account that either you or the platform's own checks have flagged: a question you asked, a problem you reported, or an issue the platform noticed on its own (for example, a stock mismatch, a channel sync problem, or a stuck reservation). Cases and incidents live on the Cases page in your dashboard.
There is no separate "Incidents" page to look for. If you are hunting for your incidents, alerts or open tickets, the Cases page is where they are.
Where do I see my open incidents?
Dashboard → Cases. The page has two tabs:
- Cases — everything currently open or reopened and needing attention. The tab shows a count badge. You can filter by category, severity, and status here.
- Resolved — your history of resolved and closed cases and incidents.
How do I report a problem or raise a support ticket?
On the Cases page, click New case and fill in:
- Title — a short description of the issue.
- Description — more context: what you expected vs. what happened.
- Category and Severity — pick whatever best matches the issue.
Then choose Submit to support. Every case you open this way is sent directly to Sugibana Flow's platform support — there's no separate "just log it, don't tell anyone" option. Opening a case *is* how you contact support and raise a ticket from inside the product.
Why did an incident appear that I didn't create?
Some cases are opened automatically by the platform's own background checks when something needs your attention — for example, a proposed stock correction to approve, a stuck reservation, or a channel that stopped syncing. These show which automated check created them, and often include an action button right on the case itself (for example, Approve & apply on a stock-alignment case, or a release action on a stuck-reservation case).
So an incident you don't recognise is usually the platform telling you it spotted something, not something you or support raised.
One you will see the moment it happens is a Critical case named something like *"Negative stock: D316 is at -1 on hand"*. That means you sold more units of a SKU than the system thought you had — overselling — usually because a listing stayed live on a channel after the last unit shipped. It is opened by the system itself as soon as the stock figure goes below zero, one case per SKU rather than one per sale. Count what is physically on the shelf and correct the SKU, then close the case. There is a red Negative stock button on the Inventory page that shows only the affected SKUs while any exist. See *Manual stock adjustments* for how to correct the count.
What do the severities mean on a case or incident?
When you open a case yourself, pick the severity that matches how urgent it is to you. As a general guide (this is also how the platform's own automatic checks assign severity):
- Critical — something urgent, such as a security concern — needs attention right away.
- Error — something actually failed and most likely needs action (for example, a channel connection failed, or a data validation problem blocked something).
- Warning — something looks off and is worth a look, but nothing is broken yet (for example, stock is trending unusually low).
- Info — informational only, no action needed (for example, a bulk action that needs a second person's sign-off).
How does a case or incident get closed?
- A case starts Open.
- You or platform support marks it Resolved once it's fixed.
- If it turns out not to actually be fixed, you can Reopen it (as long as it isn't already Closed) — this notifies support again.
- A Resolved case that stays Resolved for 3 days without being reopened closes automatically. Support can also close a case manually at any time.
Any status change and every message exchanged is kept on the case's own conversation thread with support, so you can always see who did what and when.
What is the difference between a case (incident) and the activity log?
- Cases / incidents (the page above) are for things that need a decision, a fix, or a conversation with support. Each one has a status and a lifecycle.
- Activity Log (Dashboard → Logs) is a passive record of everything that already happened on your account: every action taken through the app, every workflow run, and every stock movement. It's filterable by type, date range, and free-text search, and covers the last 90 days. There's nothing to action here — it's for looking something up after the fact ("what happened to this order," "who changed this SKU's stock").
A useful rule of thumb: if you need something fixed or answered, open a case. If you're just trying to understand what already happened, check the Activity Log first — the answer is often already there.
Who can see my cases, incidents and logs?
Any user on your Sugibana Flow account can see your account's own cases, incidents and Activity Log. You never see another tenant's cases or logs, and no other tenant can see yours — each account is fully isolated. A platform-wide view across every tenant is restricted to Sugibana Flow's own support team.
FAQ
Where do I find my incidents? On the Cases page (Dashboard → Cases). Sugibana Flow labels them cases rather than incidents, but it's the same list — open ones on the Cases tab, finished ones on Resolved.
Is an incident the same as a case? Yes. "Incident", "alert" and "ticket" all mean a case here. There is one page and one lifecycle for all of them.
How do I raise a support ticket or contact support? Open a case: Cases → New case → Submit to support. That is how you reach platform support from inside the product; there is no separate ticket form.
I have a question — should I open a case or just check the Activity Log? If you need something fixed, changed, or explained by a person, open a case. If you're trying to confirm what already happened (e.g. "did this stock change go through?"), check the Activity Log first.
A case says it was "Created by" something other than a person — what does that mean? It means one of the platform's own automatic checks opened it on your behalf because it spotted something worth your attention, rather than you or support raising it manually.
Can I close my own case without waiting 3 days? Yes — mark it Resolved yourself as soon as it's fixed; the 3-day window is just the fallback for cases nobody explicitly closes.
Why do I get an alert but no email? Cases and incidents appear on the Cases page in the dashboard. Check there if you were expecting something to be waiting for you.