There is no support queue and no ticket number. Whatever you send lands with the person who wrote the app.
Tell me your store URL and roughly when it happened, and I will go and look at the logs rather than ask you to reproduce it. If it is affecting shoppers, say so at the top and I will treat it that way.
Tell me what you sell and what you are running now. If Nudgely is not the right answer for you I would rather say so than take a month of your money finding out together.
Feature requests from merchants who are actually using it go to the top of the list. I mean that literally, because it is how the roadmap actually gets decided.
Happy to walk through it with you, or to set the first game up for you if you would rather just see it working. It takes about ten minutes.
You can also reach me through the support link on the Shopify App Store listing, which comes to the same inbox. If you are already a merchant, there is a help link inside the app itself.