Our goal is to make the Emarsys Marketing Platform the most intuitive, easy-to-use application on the market. That means a great interface, backed up by clear and accessible online help, and finally a support team ready to step in when needed.
But for that we need your help.
If you can invest a little of your time and follow these steps, together we can make Emarsys better for everyone. Thank you for your support!
Before anything else, try self-service
The Emarsys Support teams are here to help. It's what we do. But if there's one thing that we like doing more than helping our customers, it's helping you to help yourselves.
The first action to take when you have a question or an issue with a particular product is to check the relevant troubleshooting articles in this Help Portal.
- If you can find the answer, great! You have just saved yourself a whole load of time.
- If you cannot find the answer, make sure to include this information in your next escalation step. This will help us to improve the user interface or supporting documentation so the next person can benefit from your experience.
If you have a question, suggestion or comment concerning the content on this Help Portal, you can email our documentation team directly: firstname.lastname@example.org.
Choose the right channel for your request
We have a number of different channels, each of which is suitable for a different kind of request. Here are some questions which will help you to make the right decision.
2. Do you want to know how to do something in the Platform?
If your question is a straightforward request for information concerning functionality, then picking up the phone or opening a live chat with us is the quickest way to get the answer.
You should first search for the answer in the Help Portal, and it would be very helpful for us to know which articles you have visited without success, so that we can continue to improve this resource.
3. Will your request require a member of the Support teams to access your account?
If your account is not behaving as you expect it to, or if you think that a feature is not working as it should, then we may have to access your account and check for ourselves. In order to do this we require a ticket submitted by an authorized user (one with an allocated support seat).
The creation of such a ticket automatically includes permission for us to access your account to perform whatever actions are necessary for the successful resolution of your case.
This is a central aspect of our compliance with global data protection standards. We will not log in to your account to investigate its functionality without a ticket.
4. Does your request concern additional features, services or any custom developments?
Any request which could result in an update to your contract with us, or modification to an existing SOW, must first go through your Client Success Manager. After you have discussed it with them and agreed the scope, they will assist you by passing this on to the relevant team for implementation.
How do I know if I am eligible to submit a request?
Only users of this Help Portal who have been allocated a support seat can access the support request form. If you can see the Submit a request link in the top right of the portal, then you have a support seat and can raise a ticket (if you want to bookmark this form in your browser, the link is: https://help.emarsys.com/hc/en-us/requests/new).
If you can’t see the Submit a request link, but see Need help? instead, that means you are not logged in. You must log in to the Help Portal before you can submit a support request. Your portal user must also be enabled for this. Different support packages have a different number of support seats allowed; if you require more, please talk to your Client Success Manager.
What to include in your support request
When you submit a request, you can save us all a lot of time by following these guidelines.
1. Check the Help Portal first
If the answer is in the documentation, then we will direct you there, so you can save yourself time by searching here first. If you do not find the answer, or if you think it is misleading, please include this in your ticket report so that we can improve it.
2. Include as much information as possible
If you cannot find the answer in the Help Portal, click Submit a request to open a new support request form.
In addition to the mandatory fields, make sure to include:
- A detailed description of what you are trying to do, or the problems you have encountered.
- Attach screenshots if possible - they are always helpful.
For security reasons, do not attach or share your real data files in a request. Always use dummy data if you are attaching a .csv file. If we need to check your data we can do that after we have received the request.
After you click Submit, we will send you and email confirming the submission. This email may contain some suggested articles for you to read. Please check these straight away as they may provide the answer to your question.
If this is your first request, your mail client may not recognize our support email address, so you do not receive an email from us after 10 minutes, please check your Spam folder and then add us to your safe sender list.
Following up your request
After you have received the confirmation email from us, you can check on the progress of your request as follows:
- Click your user name in the top right of the portal and then click My Activities.
- You will see the list of tickets created by you or other colleagues in your company. You can filter tickets by Status, access your tickets, edit them, add additional comments or close them.