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Support Tickets

Applies to: All users

What this is#

Support in the menu is where you ask the network's support team for help and follow the answer. Each question is a ticket: it has a number, a topic, a status and a conversation between you and support. Everything stays in one place, so you never have to search your mailbox for the last reply.

The Support menu is only there when the network has switched support tickets on for your account.

When you'll use this#

  • You have a question about your account, a payment or an invoice.
  • A campaign, ad, zone or website does not behave the way you expect and you want someone to look at it.
  • Support asked you something and you want to answer, add details or send a screenshot.
  • Your question is answered and you want to close the ticket.

Step by step#

Open a new ticket#

  1. Click Support in the menu, then New ticket.
  2. Pick the Topic that fits best. Some topics ask for a few extra details; fields marked with * are required.
  3. Write a short Subject — "Campaign 1234 stopped serving yesterday" is better than "Problem".
  4. Describe your question under Your question: what you did, what you expected and what happened instead.
  5. Optional: under About, add the ID of the campaign, ad, zone or website the question is about, so support does not have to ask.
  6. Optional: Attach files — screenshots help a lot.
  7. Click Send ticket. The ticket opens and you can see your message at the top.

Follow a ticket and reply#

  1. Click Support. Your tickets are listed with their status; the newest change is on top.
  2. Click a ticket to read the conversation.
  3. Write in the reply box at the bottom, attach files if needed, and click Send.

When the status says Waiting for your reply, support asked you something — the ticket waits until you answer.

Mark a ticket as solved#

When your question is answered, open the ticket and click Mark as solved. If something comes up later, just reply on the same ticket: it opens again.

Choose whether you get e-mails#

The switch E-mail me about my tickets on the Support page decides whether you get a mail when support replies or the status changes. Switch it off if you prefer to check the page yourself.

Options reference#

Status What it means for you
Received Your ticket arrived; nobody has picked it up yet.
Open Support is working on it.
Waiting for your reply Support asked you something. Reply to continue.
Waiting for support You replied; support will answer.
Solved Support answered. Closed automatically after a while if you do not reply.
Closed Done.
Field Notes
Topic The kinds of question this network accepts.
Subject One line; shown in the list.
Your question The first message of the conversation.
About IDs of your own campaigns, ads, zones or websites.
Files Attached to your message; support can open them.

Example#

Maria runs a CPM campaign that stopped getting impressions on Monday. She opens Support → New ticket, picks the topic Support, writes the subject "CPM campaign 5120 has no impressions since Monday", explains that she changed the targeting on Sunday, adds campaign 5120 under About and attaches a screenshot of her stats. The next morning the status is Waiting for your reply: support asks whether she also changed the daily budget. She answers in the same ticket, support fixes the targeting, and Maria clicks Mark as solved.

Tips#

  • One question per ticket keeps the conversation clear and gets you an answer faster.
  • Always add the ID of the campaign or zone you are asking about.
  • If the Support page shows a response time, that is when you can expect the first answer.

Troubleshooting#

Symptom Likely cause Fix
There is no Support menu Your network has not switched support tickets on for your account Contact your account manager the usual way
"Support tickets are not available on this account" Same as above, reached through an old link Same as above
A linked campaign is refused The ID is not one of your own records Check the ID on your campaign list
I don't get e-mails about my tickets E-mail me about my tickets is off, or the network sends no ticket mail Switch it on; otherwise check the page
I can't find an older ticket The status filter is set Clear the filter or search for it