Get Help & Support

Note: If you don't yet have access to the impact.com platform and need help signing up, reach out to our support team and we'll be happy to assist you.

If you ever need help working with the impact.com platform, simply select the [Help] button in the upper-right corner of your screen. This will open a range of support mediums as follows:

Select PXA to find a range of industry-specific courses that you can complete to expand on your impact.com knowledge and get certified.

Select Tickets to open the Tickets screen where you can then submit a new support request or manage tickets submitted from your account.

Create a ticket

From the [Help] menu in the bottom right, select Tickets.
On the Tickets screen, select Create Ticket.
Enter a Subject line that sums up your issue within 140 characters.
Select an Issue Type to indicate the category into which your query falls:

Issue types

Type

Description

Support, UI & General Inquiry

For general support, issues with the user interface (UI), or general inquiry. If none of the other options fit, choose this one.

Technical Set up

For issues related to tracking, integrations, event types, or anything to do with how things are set up to track and process actions from your website / media properties.

Data & Reporting

For issues related to erroneous data, reports not working, or similar questions.

Payments & Finance

For issues related to finance, such as funding, invoicing, action payouts, partner funds transfers, and impact.com SaaS fees.

Contracts

For issues related to creating and managing template terms and contracts.

Settings & Navigation

For issues related to your impact.com account and Program/Campaign settings.

Content

For any issues related to ad content.

Optionally, select [Toggle on] Ticket Access to make your ticket accessible to other users of your impact.com account.
- Optionally, if you enabled access to all users, you may want to add Email addresses that will receive an email notification when you submit the ticket.
Add a Description of the issue you're experiencing in as much detail as possible.
Add Attachments to your ticket.
- Attachments can include screenshots, diagrams, notes, etc.
Select Create to submit your ticket.

Manage tickets

Use the filters at the top of the Tickets screen to view, edit, or search for support tickets submitted from your account.

Filter

Description

[Search]

Search existing tickets (that are visible to you) by keyword, ID number, or phrase. When searching, other filters apply to the search results.

Ticket Status

Sort tickets by their status:

• Open — A ticket submitted by you or a member of your account that's waiting for a response from impact.com.

• In Progress — impact.com has reviewed your ticket and is working on a solution.

• Awaiting your Response — impact.com has responded to your ticket and needs your response to continue.

• Solution Offered — impact.com has offered a solution in your ticket and needs your response to continue.

• Closed — the ticket has been resolved and is no longer active.

Created By

Sort tickets based on who created them: All Users or Me. When selecting All Users, you won't be able to see tickets not visible to you.

View

Sort tickets based on whether they are read or unread. A ticket visible to all users will be marked as read if seen by at least 1 user.

Need help signing in? If you need help signing in to your impact.com account, use this link to submit a support ticket instead.

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Last updated 3 days ago

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