Ticket Types
- 23 Nov 2023
- 10 Minutes to read
Ticket Types
- Updated on 23 Nov 2023
- 10 Minutes to read
Article Summary
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Before creating a ticket, learn more about the process on Creating Support Tickets, and Requirements for Different Types of Campaigns.
To create a ticket, you can visit the Insider Help Center. You can sign in or not to create a ticket.
You can create four types of requests:
- Panel help
- Issues with campaigns
- Integration support
- General questions
Panel Help
With this request type, you can request the following types of tickets from the Operational Excellence Team (OXT):
- New campaign/goal/segment request
- Insider platform guidance
- Insider platform (InOne) access issue
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Click the ticket type you want to create and select it for the I'm reaching out for field. Each ticket requires different type of information..png)
New Campaign/Goal/Segment Request
With this ticket type, you can ask for assistance with creating a new campaign. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Subject | Explains your request briefly | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | Yes |
| Ticket Due Date | Defines when to deliver the campaign based on your needs and severity level | Yes |
| Description | The details of your request and issue | Yes |
| Segment | Your target audience | Yes |
| Trigger rules | Defines how to trigger your campaign | Yes |
| Rule | The expected behavior to see the campaign | Yes |
| Design | Shows where to place the campaign | Yes |
| Variation allocation | Defines the ratio of the test groups | Yes |
| Goal type | Defines what you want to track in your campaign | Yes |
| Inone Panel Link | The campaign that you need help with. E.g. partnername.inone.useinsider.com/{page-path} | Yes |
| Recording Video Link | Any kind of recording for the campaign request (e.g. a video showing how the campaign works) | No |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
The following details are required for the Description field of your request:
- Rules: Defines when or how to display the campaign (e.g. page type: product page)
- Segments: Defines the target audience of the campaign (e.g. users who have high likelihood to purchase)
- Platform: Defines the platform you want to have your campaign on (e.g. desktop, mobile, tablet)
- Placement: Defines where you want to insert the campaign (e.g. below the "add to cart" button)
- Display Settings: Defines if the campaign should be displayed/hidden after X seconds
- Re-eligibility Settings: Defines the re-eligibility of your campaign (e.g. session-based)
- Logic of the campaign: Defines what the campaign will be used for
After filling all the required information, click the Submit button to send your request to Insider Help Center. For further requirements for each product, refer to Estimated Delivery Time for Requests.
Insider Platform Guidance
With this ticket type, you can ask for assistance with using the Insider platform or a specific product/feature. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Product | The product you need support with | Yes |
| Subject | Explains your request briefly | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | Yes |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Description | The details of your request and issue | Yes |
| Recording Video Link | Any kind of recording for the assistance request | No |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
Insider Platform (InOne) Access Issue
With this ticket type, you can ask for assistance with the Insider platform (InOne) access. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Subject | Explains your request briefly | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | Yes |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Description | The details of your request and issue | Yes |
| Your email address | The account you are having issues with | Yes |
| Recording Video Link | Any kind of recording to support your request | No |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
Issues with Campaigns
With this request type, you can request the following types of tickets from the Operational Excellence Team (OXT):
- Assistance for running campaign
- Campaign modification
- Quick questions regarding campaigns
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Click the ticket type you want to create and select it for the I'm reaching out for field. Each ticket requires different type of information..png)
Assistance for Running Campaign
With this ticket type, you can ask for assistance with a running campaign (e.g. changing color, text, segment, etc.). You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Product | The product you are creating the ticket for | No |
| Subject | Explains your request briefly | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | Yes |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Description | The details of your request and issue | Yes |
| URL Of where the problem occurred | Your website page where you are having an issue | Yes |
| List of steps | What we should follow to re-experience the issue | No |
| Current Behavior | Explains how the campaign is currently running | Yes |
| Expected Behavior | Explains how the campaign is supposed to be | Yes |
| Device Type | The device you are using | No |
| Browser Type | The browser you are using (e.g. Internet Explorer, Chrome, etc.) | No |
| Inone Panel Link | URL of the page/campaign you are having issues with. E.g. partnername.inone.useinsider.com/{page-path} | Yes |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
Campaign Modification
With this ticket type, you can ask for assistance with a campaign modification that you cannot execute on the platform yourself. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Product | The product you are creating the ticket for | No |
| Subject | Explains your request briefly | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | Yes |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Description | The details of your request and issue | Yes |
| URL Of where the problem occurred | Your website page where you are having an issue | Yes |
| Inone Panel Link | URL of the page/campaign you are having issues with. E.g. partnername.inone.useinsider.com/{page-path} | Yes |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
Quick Questions Regarding Campaigns
With this ticket type, you can ask quick questions regarding your campaigns on the active/test/passive statuses. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Product | The product you are creating the ticket for | No |
| Subject | Explains your request briefly | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | Yes |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Description | The details of your request and issue | Yes |
| Inone Panel Link | URL of the page/campaign you are having issues with. E.g. partnername.inone.useinsider.com/{page-path} | Yes |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
Integration Support
With this request type, you can request the following types of tickets:
- API integration support
- Attribute & event integration support
- JS, SDK, IO (Insider Object), and performance issues
- Onboarding related inquiry
Click the ticket type you want to create and select it for the I'm reaching out for field. Each ticket requires different type of information..png)
API Integration Support
With this ticket type, you can ask for assistance with your new/existing API integrations. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Product | The product you are creating the ticket for | No |
| Integration type | Defines the integration type you need help with (e.g. Export API, Upsert API, Catalog API, etc.) | Yes |
| Subject | Explains your request briefly | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | Yes |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Description | The details of your request and issue | Yes |
| Payload file | The file you want to get support with | No |
| Request file | The file you want to get support with | No |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
Attribute & Event Integration Support
With this ticket type, you can ask for assistance with setting up extra events and attributes on top of your existing setup. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Product | The product you are creating the ticket for | No |
| Subject | Explains your request briefly | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | Yes |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Description | The details of your request and issue | Yes |
| Event name | Event name that you want to integrate | No |
| Attribute name | Attribute name that you want to integrate | No |
| Source of data | Data endpoints | Yes |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
JS, SDK, IO, and Performance Issues
With this ticket type, you can ask for assistance with JS, SDK, IO, and script performance issues. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Product | The product you are creating the ticket for | No |
| Subject | Explains your request briefly | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | Yes |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Description | The details of your request and issue | Yes |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
Onboarding Related Inquiry
With this ticket type, you can ask for assistance with your onboarding related issues. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Subject | Explains your request briefly | Yes |
| Description | The details of your request and issue | Yes |
| Panel URL | URL of your panel you are creating the ticket for | Yes |
| Attachments | Any kind of documentation that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit Request button to send your request to Insider Help Center.
General Questions
With this request type, you can request the following types of tickets:
- Reporting questions
- Document-related questions
- Other questions
.png)
Click the ticket type you want to create and select it for the I'm reaching out for field. Each ticket requires different type of information..png)
Reporting Questions
With this ticket type, you can ask questions about unexpected results in reports/analytics pages. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Product | The product you are creating the ticket for | No |
| Subject | Explains your request briefly | Yes |
| Description | The details of your request and issue | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | No |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Expected Results | The results you expected to see | Yes |
| Inone panel Link | The URL of the reports/analytics you are having issues with. E.g. partnername.inone.useinsider.com/{page-path} | Yes |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
Document-Related Questions
With this ticket type, you can ask questions about documentation, instructions and content on Academy. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Product | The product you are creating the ticket for | No |
| Subject | Explains your request briefly | Yes |
| Description | The details of your request and issue | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | No |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Academy Link | The page URL you have questions about | Yes |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
Other Questions
With this ticket type, you can ask questions about any topic that is not listed in the Insider Help Center. You can create this ticket with the following information:
| Field | Description | Required |
|---|---|---|
| Email address | Your business email address | Yes |
| Product | The product you are creating the ticket for | No |
| Subject | Explains your request briefly | Yes |
| Description | The details of your request and issue | Yes |
| Severity | Indicates the importance of your issue (critical, high, medium, and low) | No |
| Ticket Due Date | Defines when to deliver the request based on your needs and severity level | Yes |
| Attachments | Any kind of document that supports your request (e.g. screenshots, videos, files, etc.) | No |
After filling all the required information, click the Submit button to send your request to Insider Help Center.
You can create these tickets with the following severity levels:
| Severity | Description |
|---|---|
| Low - The defect causes no dysfunctions and may even be unnoticed by the users. | You are experiencing design issues while a campaign is running. You are experiencing minor functional issues that have no effect on the customers while the campaign is running. |
| Medium - The defect causes a non critical failure which allows users to continue using the application. | You have a reproducible problem that results in material loss or reduced functionality, which affects your normal use of the platform. When you launch a campaign, you experience minor functional issues. |
| High - Key functionality error causing significant business impact. | You encounters a reproducible problem, which leads to a significant loss or reduction in the functionality of your use of the platform. This loss or reduction adversely affects the your core operational activities. When the campaign is active, you are experiencing major functional errors. |
| Critical - Major blocker has affected the whole or partial (critical) functionality, security issues | You are experiencing an easily visible issue, and the problem impacts customer experiences for all users. The criticality and extensibility of the issue are critical. The purchase cycle of your customers is impacted. |
Video: Creating tickets
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