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 right Innovid Ad Measurement team, whether it's platform QA, OTT pixel setup, or uploading post logs. This reduces email threads, improves response times, and improves 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
- In the Innovid Help Center, select Submit a Request (top right corner).
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From the first dropdown menu, select Reserved for XP product users - InnovidXP Measurement.
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Choose the category that best fits your request. Please include your Client and Partner IDs; see the Top tips below.
| Top tips - Finding your Client and Partner IDs |
| We require these IDs to help the Technical Services team identify the correct platform; you can find them 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. |
- Complete the form with as much detail as possible:
- Include a screenshot of the issue
- Ensure you complete all fields relevant to the issue
- When you have added as much information as possible, select Submit.
Note: You can ‘cc’ coworkers or clients before submitting, or add them 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.
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