Publisher Support Tickets
In the Partner Platform, your publishers will be able to submit support tickets to communicate with you directly. This enables tickets to be assigned to the publisher account manager and keeps communication in one place. Just like any standard ticketing system, your publisher will submit their ticket and the assigned account manager can respond or close the ticket. Let's go step by step on how this works.
Turning On Support Tickets
Go to Organization>Settings>Partner Platform Tab
Here you can turn on or off the Support Tickets in the Partner Platform
Note: If you disable Support Tickets it will remove the feature from the Partner Platform. However, when you re-enable it again, all historical and active tickets will be shown again.
Submitting a Ticket as a Publisher
Open up the Partner Platform
Click Support in the menu
You can view your tickets or click + New Ticket to create a new one
Add a Title and Message for your ticket and click create
A ticket will be created in the system and sent to the account manager
If you click on your Open Ticket you can view details and add additional comments
Replies from the account manager will be shown in the same thread and you can reply to it by putting your comments in the text box and clicking Reply
If the account manager closes the ticket, the ticket status will be updated to Closed
After closing a ticket, the status is updated to Closed and cannot be re-opened again
Note: You can delete your ticket replies even on a closed ticket
Viewing Publisher Tickets as the Account Manager
Go to Publishers Overview
Click the tab Support Tickets
Here you can see all of the support tickets and filter by status Open or Closed. By default, all open tickets are filtered
Clicking Reply opens the ticket and allows you to reply, close, or delete messages
Replies from the publisher will be shown in the same thread and they can reply to it by putting comments in the text box and clicking Reply
If the publisher closes the ticket, the ticket status will be updated to Closed
After closing a ticket, the status is updated to Closed and cannot be re-opened again
All ticket history can also be viewed by filtering Closed tickets
FAQ
Q: Will either the AM or the Publisher receive an email?
A: No email notifications for either side, but you will see a red dot on the Publisher Overview page symbolizing how many tickets are open.
Q: Who can contribute to a ticket?
A: Anyone who has access to the ticket can reply to it. The username of the user who has replied will be shown below the message.