Simply click the "Submit a request"-link in the upper right corner. Fill out the fields. Ensure us you are not a robot and then click "Submit". Once your request has been submitted, you will receive an incident or "case" number that is unique to your request and it will be assigned to an engineer who will contact you once they have taken ownership of your request.
Below are some additional instructions on how to create "The Ultimate Service Request".
As with any request, please add an informative, but short description of your issue in the Subject line. Provide a more comprehensive description of your issue by providing a detailed description of what it is and the steps taken to create and/or reproduce the issue in the Description dialog box. The more detailed information you can initially provide the shorter the time to issue resolution.
Please do not list several different problems in one support ticket. This will result in the technical support engineer having to divide out the different issues into separate Service Desk tickets, causing additional delays getting your initial issue addressed.
Incidents - “something has happened”
An incident is an event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and customer productivity.
Checklist of essential information when submitting or replying on Incidents:
- Description of error/ trouble
- Possible error message, links and/ or screenshots
- Description of what was done during or after the error occurred
- If it worked before
- How many people/ systems/ campaigns/ sites/ etc are affected by error
- When the error occurred
- Name of the campaign / ad / system
- What have you tried? Did you do some troubleshooting? Specify what was done
Service Requests - “something I want”
A Service Request is a formal request for something to be provided - for example: a new widget order, requests to change a widget, requests for information/ education, etc.
Checklist of essential information when submitting or replying to Service Requests:
- What’s the order about?
- How many?
- Business value?
- Time period?