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Note

Before sending a request to the Support team, we advise you to

  • Consult the Adhese documentation. You can find a Help button, which redirects to the online documentation of the Adhese platform (docs.adhese.com), in the upper right corner of the Adhese interface.
  • Check if a request or issue has already been reported or solved.

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  1. Log into the Adhese Support portal.
    Sign in to Support - Click for a larger view
  2. Enter your email in the Email field and password in the Password field. Click the Sign-in button. The Adhese Support screen opens:

    Info
    If you have lost your password, click the Forgot my password link and follow the instructions.

    Submit a request - click for a larger view

  3. To submit a new request, click Submit a request in the upper right corner of the Adhese Support screen. The Submit a request screen opens.
    Submit a request screen - click for a larger view
  4. Specify the following details:
    1. Enter the subject of your request in the Subject field. Choose a short but comprehensive subject line.
    2. Enter the details of your request in the Description field. 

      Note

      The description should contain the actions that you or you or your coworkers have already taken to check if the issue is not a result of your infrastructure, coding, or modifications that have recently been made in your system.

    3. (Optional) Specify the ID of the campaign, booking, or creative in the Campaign/Booking/Creative !number only! field.
    4. (Optional) Choose a priority by selecting Low, Normal, High, or Urgent from the Priority dropdown. Please use the priority dropdown with care and choose only High and Urgent in relevant situations.
    5. (Optional) Add or drop files, such as screenshots, in the Attachments field. 
  5. Click the Submit button to submit your request. Your request becomes a ticket, and an email will be sent to you that confirms your support request. The confirmation contains:
    • Your request.
    • A ticket number for this request.
    • A URL that redirects to your request on our Support portal.
  6. You will receive a notification by email when your ticket is updated or solved.

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Send an email to our team of Support Engineers at support@adhese.com. Your request automatically becomes a ticket in the support portal, and the Support team receives an instant notification about it. 

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  1. Choose a short and comprehensive subject line.
  2. Add the ID and name of the campaign, booking or creative into the body of your mail.
  3. Add a short but clear description of your request.

    Note

    The description should contain the actions that you or you or your coworkers have already taken to check if the issue is not a result of your infrastructure, coding, or modifications that have recently been made in your system.

  4. Attach relevant screenshots.
  5. Send your email. Your request becomes a ticket, and an email will be sent to you that confirms your support request. The confirmation contains:
    • Your request.
    • A ticket number for this request.
    • A URL that redirects you to your request on our Support portal.
  6. You will receive a notification by email when your ticket is updated or solved.

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  1. Log into our Support portal.
  2. Click your name in the upper right corner of the Adhese Support screen.
  3. From the expanding list, click My activities. The My activities screen opens. 
    My activities screen - Click for a larger view
    The My activities screen gives a summary of the requests you and your coworkers have submitted. You can filter the overview by the following request statuses: Any, Open, Awaiting your reply and Solved. Also, it is possible to search through all tickets using the Search requests search bar above the request overview.
  4. To check the progress or status of a request, click a request from the My requests list. The conversation between requester and Support opens. The right column summarises details about the request, such as the submitter of the request, the priority, and uploaded attachments. 

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  • Open: An open request has is not solved yet, but Support is working on the request. 
  • Awaiting your reply: A request that is awaiting your response is pendingis pending. It means that Support has asked the requester additional information or a question , and is waiting for the requester to respond. The request will be on hold until the requester responds to Support.
  • Solved: A solved request is closed. It is possible to reopen a solved request by adding a comment. The status will change to open. However, you cannot reopen a closed ticket by adding a comment. If you want to reply to a closed request, create a follow-up request by clicking the Create a follow-up link at the bottom of the closed request.