Need help signing up?
If you don't yet have access to the impact.com platform and need help signing up — use this link to submit a support ticket and one of our friendly agents will assist you as soon as possible!
If you ever need help while using the impact.com platform, simply select the blue ? [Question mark] button from the bottom right corner of the screen.
Note
Certain users and accounts may have different support functionality available to them. Reach out via the Ticket feature described below to learn more.
Select Help Docs to view help articles (like this one!). You can easily search by keyword or phrase, or navigate via the categories.
Select Tickets to launch the Tickets screen where you can submit, respond, and view support tickets submitted from your account.
Use the filters at the top of the list to find an existing ticket.
| 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 all tickets by their status:
|
Created By | Sort tickets based on who created them: All Users or Me (just you). If a user creates a ticket that's only visible to themselves, you won't be able to see it when selecting "All Users". |
View | Sort tickets based on read and unread. Tickets visible to all users will be marked as read once any user has seen it. |
Create a Ticket
From the Need 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.
Before submitting your ticket, check if any of the Suggested Articles can help resolve your issue.
Select the Issue Type that best matches the problem you're having:
Support, UI & General Inquiry
For general support, issues with the user interface (UI), or have a general support inquiry. If none of the other options make sense, choose this one.
Technical Set up
For issues or assistance needed for tracking, integrations, event types, or other features related to how impact.com is set up to track and process actions from your website.
Data & Reporting
For issues related to erroneous data, reports not working or reporting data correctly, and any questions you may have surrounding that.
Payments & Finance
For issues related to finance—funding, invoicing, action payouts, partner funds transfers, and impact.com SaaS fees.
Partners & Contracts
For issues related to your partnerships, including creating & managing the template terms & contracts that establish your relationship with them.
Settings & Navigation
For issues related to your impact.com account and Program/Campaign settings.
Content
Best for any issues related to ad content.
Select
[Toggle on] to enable ticket access to all users of your impact.com account.If you've enabled ticket access to all users, you can optionally add CC Emails that will receive an email when you submit the ticket.
Add a Description of the exact issue you're experiencing in as much detail as possible.
Add Attachments to your ticket, including screenshots, diagrams, notes, etc. We highly recommend including attachments, and if possible, describing them in the description.
Select Create to submit your ticket.
Select Live Chat to start a conversation about a quick question or a general inquiry for the impact.com support team. Depending on your location and timezone, an impact.com team member will respond as soon as possible to your inquiry.
Enterprise-level customers can select Book Time to book a meeting with your CSM or with our Technical Services team using Calendly.
Select Walkthroughs to view a range of helpful interactive guides, walkthroughs, and best practices that will launch right in Partnership Cloud.
Select PXA to find a range of industry-specific courses that you can complete to get certified and expand on your impact.com knowledge.
