Introduction
When you have a question about using the tools in the Numberly Martech Platform suite, or a feature doesn't behave as expected, you can send a request to the Numberly teams.
If your question concerns business rules (e.g. Targeting, flows, etc...), or if you currently do not have the rights to send a request to Numberly support, we invite you to get in touch directly with your Numberly contact person.
How to send a request to Numberly support?
To do this, you have a "Send a request" button at your disposal. This request will be in the form of a ticket, the progress of which you can track from your user profile.
When you click on "Send a request" you will be redirected to a drop-down menu allowing you to select the module on which you are experiencing difficulties.
Fields for detailing your question will be available depending on the module selected.
Example for the Sendingly module
You must fill in this form accurately so that the request can be processed quickly.
The CC: field allows you to copy your ticket to people connected with your problem or who can provide additional information.
The Organization field (if applicable): allows you to select the company to which you belong
The Step field: allows you to indicate the page of the platform concerned by your question.
The URL field: the URL of a campaign or creation related to your request. This will enable our teams to reproduce the situation leading to your request.
The field Short description of the request: allows you to categorize your request in order to refine the context of your request.
The Subject: field should be concise and clear to define your request in a few words.
The Description: field contains the details of your request. The context, the step-by-step, all the elements that led you to write this request. Feel free to enhance it with images in the "Enclosures" field provided for this purpose.
The Criticality field: Evaluates the impact of your request on your work.
Conclusion
Once your request has been submitted, you can track it directly from the "My activities" tab, accessible by clicking on "[Your name]" at the top right of your screen.
From the "My activities" tab you have access to all your tickets with their associated data. You can see the details of conversations by clicking on the subject.
It is also possible to view all tickets created within the organization to which you belong. To do so, go to "My activities" then "Organization requests" and select the desired organization from the drop-down menu.
This feature requires specific user permission: ask your administrator for details.