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Support

This section is your go-to resource for getting help and troubleshooting issues. Whether you're experiencing a data discrepancy, need to submit a ticket, or want to review FAQs, you'll find the guidance you need here.

Getting Help​

We're here to support you every step of the way. This section provides:

  • Self-Service Troubleshooting - Common issues and their solutions
  • Ticket Submission Guidance - How to properly report issues for fastest resolution
  • Best Practices - Tips for preventing issues and optimizing your workflow

When to Use Support Resources​

🔍 Start Here for Quick Answers​

📝 Submit a Ticket When​

  • Issues persist after troubleshooting
  • You need urgent assistance
  • System-wide problems are suspected
  • You require custom configuration changes

Learn how: Submitting a Ticket

Quick Tips for Effective Support​

  1. Check Status First - Visit the Status Overview to see if there are any known system issues
  2. Search Documentation - Use the search bar to find relevant troubleshooting articles
  3. Gather Context - Before submitting a ticket, collect screenshots, account names, and specific timeframes
  4. Be Specific - "Data is wrong" is harder to help with than "Conversion count for Campaign X is 50% lower than expected on Nov 10-11"
  5. Check Logs - Review Incident Logs to see if your issue is already documented

Escalation Path​

Level 1: Self-Service → Review troubleshooting guides and documentation
Level 2: Standard Ticket → Submit a ticket with detailed information
Level 3: Urgent/Critical → Flag as high priority with business impact details
Level 4: Emergency → Contact on-call support for system outages

Need Immediate Help?​

If you're experiencing a critical issue:

  1. Check Known Issues - Your issue might already be documented
  2. Submit a High Priority Ticket with "URGENT" in the subject
  3. Include business impact in your description
  4. For outages affecting multiple clients, contact us via the slack support channel

Available Resources​