Purpose
We use a ticketing system, where you can request assistance from our support team to answer any questions or troubleshoot any potential issues you might experience working on our platform. The guidelines below help ensure a smooth and efficient support experience when submitting a ticket.
Note: You can search the Help Center for information before submitting a ticket.
Submitting a ticket to support
-
Login to your account
Select Sign In on the Help Center homepage if you are not logged in. -
Raise a support ticket
Navigate to the Submit a request icon in the upper right-hand corner of the homepage. -
Select the relevant category or product
Choose what best matches your issue. The ticket categories are detailed below. -
Select the organization
Select the account name related to your request in the Organization field. This will help route your ticket to the right team for faster, more accurate support. Double-check that the selected account matches the issue you’re reporting. -
Provide detailed information
Complete the support ticket form with accurate and detailed information about your problem or inquiry. Include relevant details such as your advertiser account name, campaign ID, or any other information that can help the support team understand and resolve your issue. -
Attach screenshots or files
If your issue can be better explained with visuals, consider attaching screenshots or files to your support ticket. -
Submit the ticket
Once you have completed the form and reviewed the information, submit your support ticket. -
Receive confirmation
You will receive a confirmation email or notification after submission. -
Check for updates
Periodically check your email or the support portal for updates on your ticket.
Checking the ticket status
You can monitor tickets in My activities. This is detailed below:
- Access the history of your tickets by selecting the profile icon and My activities.
- Add My requests or Requests I’m CC’d on as a filter to include a list of tickets submitted with creation date, last activity, and status (Open, Awaiting your reply, Solved).
- Select the ticket to open the ticket history.
- Use the comment box to provide additional information or ask questions.
- Select Submit to update the ticket.
Ticket categories
Note: All requests related to publisher operations, certifications, and encodings should be submitted through the Innovid Certification Portal. See the Certification section in the Help Center.
| Category | Details | Support Area |
| Ad Management | This category is for ad serving or Innovid DCO/interactive campaigns experiencing issues during the setup process. |
Creative management: questions or issues related to the functionality of an ad’s content, asset library, ad authoring tools, etc. Integration: questions or issues related to proprietary integrations (i.e., Innovid Connect) or third-party integrations (i.e., Double Verify). Campaign management: questions or issues related to the Innovid ad management platform, CMT. |
| Ad Measurement | This category covers Innovid reporting across ad serving, creative, and InnovidXP. |
InnovidXP: questions or issues related to the InnovidXP dashboard or reports. Ad Serving Analytics: questions or issues related to the ad serving analytics dashboard, report builder, discrepancy checks, and conversion reports. |
| Account Administration | This category is for account details with Innovid, including requesting access for a new user or billing inquiries. |
User account: questions or issues around user access and permissions for the Innovid platform. Billing Request: questions or issues related to billing requests or invoices. Advertiser/Brand Account: questions or issues related to advertiser and brand accounts in the platform. |
Related content
Innovid Overview
Innovid Learning Center