Submitting a Support Request for InnovidXP

Purpose

Innovid has implemented a new support ticketing system, designed to streamline your workflow with guided dropdown options. This makes it easier to route your request to the correct Innovid Ad Measurement team, be it for platform QA, OTT pixel setup, or uploading post logs. 

This means reduced email threads and improved response times, and will improve our insights into requests, allowing us to optimize our processes and products, and minimize ongoing requests.

This article describes how to submit a technical support request for InnovidXP, our measurement tool.

Submitting a request

1. In the Innovid Help Center, select Submit a Request (located in the top right corner).
2. From the first dropdown menu, select InnovidXP.
   
   
    
3. Choose the category that best fits your request. If you need to enter your Client and Partner IDs, see the top tip table below.
4. Complete the form with as much detail as possible and select Submit. 
   
   Note: You can copy clients and coworkers to the confirmation email.

What happens next?

You will receive a confirmation email within a few minutes. Our standard SLA is 24 to 48 hours for a technical engineer to be assigned to your ticket. You will receive updates as your request progresses.

Top tip - How to find your Client and Partner IDs

Some request types require IDs to help the Technical Services team identify the correct portal; these IDs can be found by selecting your client name at the top of the “Welcome to Innovid XP” homepage once logged in.  The example below highlights the client name and IDs.