Purpose
We use a ticketing system, allowing you to request assistance from our support team to address any questions or troubleshoot potential issues you may encounter while using our platform. The guidelines below will help when submitting a ticket to ensure a smooth and efficient support experience.
Note: You can search the Help Center for the information you need before submitting a ticket.
Submitting a ticket to support
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Log in to your account
Select Sign In on the Help Center homepage if you are not logged in.
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Raise a support ticket
Navigate to the Submit a request icon in the upper right-hand corner of the homepage.
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Select the relevant category or product
Choose what best matches your issue. The ticket categories are detailed below.
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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.
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Provide detailed information
Complete the support ticket form with accurate and detailed information about your issue or concern. 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.
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Attach screenshots or files
If your issue can be better explained with visuals, consider attaching screenshots or files to your support ticket.
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Submit the ticket
Once you have completed the form and reviewed the information, submit your support ticket.
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Receive confirmation
You will receive a confirmation email or notification after submitting your information.
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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. |
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| Ad Measurement | This category covers Innovid reporting for ad serving. |
Ad Serving Analytics:
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| Account Administration |
This category is for account details with Innovid, including requests for access for new users or billing inquiries. |
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| InnovidXP |
This category covers all requests related to the InnovidXP measurement product. |
Dropdown options to submit questions or requests for pixels, user access, logs, methodology, troubleshooting, and more. |
Escalating tickets
If you’ve already submitted a ticket but need to escalate it for additional support, contact your dedicated Customer Success representative. Ensure you include the ticket number and a clear explanation of the reason for escalation.
Related content
Innovid Overview
Innovid Client Training