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 should 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 will present the option to live chat when an agent is available. If this is the case, please raise the request in the help centre using the Submit a request function.

Note: Not all request types are suitable for chat as they may need deeper investigation, we have a useful guide here to help advise.

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 also call one of our support numbers to speak to an agent:

UK phone: 0207 016 8303
UK Freephone: 0800 8021868
US Toll Free: 833 251 8038

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 by phone on the following numbers:

UK phone: 0207 016 8303

UK Freephone: 0800 8021868

US Toll Free: 833 251 8038

Outside of working hours these numbers will connect to an on call engineer and should only be used for business critical emergencies outside of working hours (as defined within your contract).