How to raise a support request – Ometria Help Centre

This article explains how to report an issue to the Ometria Support Team by raising a request.

Make sure you're signed in

The Ometria app and help centre are single sign-on (SSO) systems, which means you need to sign into the Ometria app to authenticate yourself in the Help Centre.

If you are not already signed in, scroll to the top of this screen and click Sign in:

Screenshot_2020-10-06_at_09.20.42.png You are redirected to the Ometria app where you can enter your credentials.

Once signed in, navigate back to the Help Centre via the Support link on the main menu:

Screenshot_2020-10-06_at_09.22.51.png

Note: If you don't have an Ometria account, you can still submit a ticket in the help centre without signing in and create an account as part of the process.

Submitting a request

To submit a support request, click on Submit a request at the top of the screen.

You can also submit a ticket via the chat widget directly in the Ometria app:

Note: The widget only displays the option to live chat when an agent is available. If there isn't an agent available, please use the Submit a request function instead.

We strongly advise either of these methods over emailing a ticket, as the help centre will present articles that may help answer your question.

It also helps us build new articles based on searches that didn't result in answers.

If your request is urgent, please submit a ticket and also consider calling one of our support numbers to speak to one of the team for a timely response:

US Toll Free - +1 833 (240) 6992
UK Freephone - 0800 862 0619
UK Number - 0207 183 8939

What to include

Include as much supporting information as possible, such as:

links to campaigns
screenshots
supporting data
example emails
links to templates, etc.

Ticket fields

Depending on the type of request, the ticket form will change so we can capture relevant information.

The following fields are always required:

Field	Description
Subject	Enter a descriptive subject line so we can identify your ticket later. E.g. 'Problem with campaign ID [xxx]'
Description	Include as much descriptive detail as possible.
Priority	Select the most appropriate: Urgent - System down, immediate revenue loss High - Problem with a major function in the app Normal - General support request Low - Assistance, training request, access request Note: The priority you select determines the order of execution and resource applied. Ometria reserves the right to change priority accordingly.
Issue start date	If applicable, then select the date you first experienced the issue.

Next steps

Once you've submitted your request, you'll receive a "Request received" email confirming that your ticket has gone through.

A Customer Support Engineer will respond to the issue as soon as possible, and you will receive an email alert.

Click the link in the email to return to your ticket in the Help Centre.

You'll be able to update with further information or close the ticket if the issue has been resolved.

Telephone support

You can also contact the team within working hours (9:00-18:00 UK/EST) by phone on the following numbers: