> For the complete documentation index, see [llms.txt](https://help.impact.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.impact.com/other/reference-documentation/get-help-and-support.md).

# Get Help & Support

{% hint style="success" %}
**Need help signing in?** If you need help signing in to your impact.com account, [use this link](https://app.impact.com/support/support-landing.ihtml) to submit a support ticket instead.
{% endhint %}

If you ever need help working with the impact.com platform, simply select the ![](/files/EjU7qRdMGQXOQmBqDe0j) **\[Help]** button in the upper-right corner of your screen. This will open a range of support mediums as follows:

{% tabs %}
{% tab title="PXA" %}
Select [**PXA**](https://pxa.impact.com/) to find a range of industry-specific courses that you can complete to expand on your impact.com knowledge and get certified.

<div data-with-frame="true"><figure><img src="/files/GMJuTYC6SpaID6BbFNxt" alt="" width="563"><figcaption></figcaption></figure></div>
{% endtab %}

{% tab title="Walkthroughs" %}
Select **Walkthroughs** to view a range of helpful interactive guides, walkthroughs, and best practices that will launch right on the platform.

<div data-with-frame="true"><figure><img src="/files/mkhQA02IBmMIpbhwdB33" alt="" width="327"><figcaption></figcaption></figure></div>
{% endtab %}

{% tab title="Book Time" %}
Enterprise-level customers can select [**Book Time**](https://app.impact.com/secure/advertiser/support/customer-support-portal-flow.ihtml) to book a meeting with a Customer Success Manager (CSM) or the Technical Services team. To upgrade your account for access, submit a support ticket (see the *Tickets* tab for more details).

<div data-with-frame="true"><figure><img src="/files/Jz50uKYnBej9ph9JGLix" alt="" width="563"><figcaption></figcaption></figure></div>
{% endtab %}

{% tab title="Chat" %}
If [ask impact is enabled](/brand/what-would-you-like-to-learn-about/platform-features/ask-impact/how-to-enable-and-disable-ask-impact.md) for your account, select **Chat** to open the *ask impact* chatbot. To contact an impact.com support agent, ask the chatbot to speak to a live agent.&#x20;

<div data-with-frame="true"><figure><img src="/files/0v90zDrGR0OUn4M30ejJ" alt="" width="375"><figcaption></figcaption></figure></div>

If ask impact is not enabled for your account, this chat option will allow you to start a conversation with an impact.com support agent. Responses may be delayed depending on your location and time zone.

<div data-with-frame="true"><figure><img src="/files/VpHRpQb1oNOBIOxYpGJr" alt="" width="343"><figcaption></figcaption></figure></div>
{% endtab %}

{% tab title="Tickets" %}
Select **Tickets** to open the *Tickets* screen where you can then submit a new support request or manage tickets submitted from your account.&#x20;

## Create a ticket

1. From the ![](/files/EjU7qRdMGQXOQmBqDe0j) **\[Help]** menu in the upper-right corner of your screen, select **Tickets**.
   * Use the relevant link below to jump to the screen in-platform:
     * [I'm a brand](https://app.impact.com/secure/advertiser/support/customer-support-portal-flow.ihtml)
     * [I'm a partner](https://app.impact.com/secure/mediapartner/support/customer-support-portal-flow.ihtml)
2. On the *Tickets* screen, select **Create Ticket**.
3. Enter a **Subject** line that sums up your issue within 140 characters.
4. Select an **Issue Type** to indicate the category into which your query falls.
   * See the *Issue types* references below to understand each issue type.
5. Optionally, select ![](/files/12SyGiLNCbGpirOhh824) **\[Toggle on]** **Ticket Access** to make your ticket accessible to other users of your impact.com account.
   * Alternatively, enter the names of individual **Allowed Users**.
6. Optionally, you may want to add **CC Emails** to receive an email notification when you submit the ticket.
7. Add a **Description** of the issue you're experiencing in as much detail as possible.
8. Optionally, add **Attachments** to your ticket demonstrating your issue.
   * Attachments can include screenshots, diagrams, notes, etc.
9. Select **Create** to submit the ticket.

<details>

<summary>Issue types (partner reference)</summary>

<table data-header-hidden="false" data-header-sticky><thead><tr><th width="318">Type</th><th>Description</th></tr></thead><tbody><tr><td>Account Setup and Settings</td><td>For issues related to configuring your account, user permissions, and company information.</td></tr><tr><td>Finding and Messaging Brands</td><td>For issues related to discovering and applying to brand programs, using the Marketplace, and communicating with brands.</td></tr><tr><td>Tracking, Reporting, and Technical</td><td>For any technical issues concerning customization of your tracking links, data discrepancies in reports, API integrations, and other technical aspects of the platform.</td></tr><tr><td>Links, Ads, Codes, and Products</td><td>For issues related to accessing or using assets such as tracking links, ad banners, promo codes, and product catalogs.</td></tr><tr><td>Finance, Tax, and Brand Contracts</td><td>For issues concerning payments, invoicing, tax documentation, and the terms of your contractual agreements with brands.</td></tr><tr><td>Campaigns</td><td>For issues related to campaigns such as tasks or deliverables.</td></tr><tr><td>Login</td><td>For issues regarding accessing your account, such as password resets or login errors.</td></tr><tr><td>Other — I have a different issue</td><td>For any issue that doesn't fit into the other categories.</td></tr></tbody></table>

</details>

<details>

<summary>Issue types (brand reference)</summary>

<table data-header-hidden="false" data-header-sticky><thead><tr><th>Type</th><th>Description</th></tr></thead><tbody><tr><td>Account Settings and Program Settings</td><td>For issues related to configuring your account, user permissions, and program details.</td></tr><tr><td>Account Onboarding</td><td>For issues related to the initial setup of your account, including completing your profile, and submitting your application.</td></tr><tr><td>Ask impact</td><td>For issues about impact.com's AI chatbot, ask impact.</td></tr><tr><td>Partner Management and Communication</td><td>For issues related to managing your partners, communicating with them through the platform, and partner recruitment tools.</td></tr><tr><td>Tracking, Reporting and Technical Settings</td><td>For technical issues related to tracking links, reporting discrepancies, API integrations, and other technical configurations.</td></tr><tr><td>Promotional Content — Ads, Codes and Products</td><td>For issues related to creating, managing, and distributing promotional materials such as banners, text links, promo codes, and product catalogs.</td></tr><tr><td>Partner Terms and Contracts</td><td>For issues related to creating and managing template terms and contracts.</td></tr><tr><td>Monitoring and Compliance</td><td>For issues related to partner compliance, fraud monitoring, and ensuring adherence to your program's terms of service.</td></tr><tr><td>Payments and Finance</td><td>For issues related to finance, such as funding, invoicing, action payouts, partner funds transfers, and impact.com SaaS fees.</td></tr><tr><td>Creator Campaigns</td><td>For issues related to setting up and managing creator campaigns.</td></tr><tr><td>Advocate — Referral Programs</td><td>For issues related to running referral programs through the Advocate platform.</td></tr><tr><td>Optimize</td><td>For issues related to the Optimize suite. </td></tr><tr><td>Login</td><td>For issues regarding accessing your account, such as password resets or login errors.</td></tr><tr><td>Other — I have a different issue</td><td>For any issue that doesn't fit into the other categories.</td></tr></tbody></table>

</details>

<details>

<summary>Filters reference</summary>

| Filter        | Description                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         |
| ------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Search bar    | 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 | <p>Sort tickets by their status:</p><p>• <em>Open</em> — A ticket submitted by you or a member of your account that's waiting for a response from impact.com.</p><p>• <em>In Progress</em> — impact.com has reviewed your ticket and is working on a solution.</p><p>• <em>Awaiting your response</em> — impact.com has responded to your ticket and needs your response to continue.</p><p>• <em>Solution Offered</em> — impact.com has offered a solution in your ticket and needs your response to continue.</p><p>• <em>Closed</em> — the ticket has been resolved and is no longer active.</p> |
| 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.                                                                                                                                                                                                                                                                                                                                                                                                                                                         |

</details>

## Manage created tickets

1. From the ![](/files/EjU7qRdMGQXOQmBqDe0j) **\[Help]** menu in the upper-right corner of your screen, select **Tickets**.
   * Use the relevant link below to jump to the screen in-platform:
     * [I'm a brand](https://app.impact.com/secure/advertiser/support/customer-support-portal-flow.ihtml)
     * [I'm a partner](https://app.impact.com/secure/mediapartner/support/customer-support-portal-flow.ihtml)
2. Use the filters at the top of the *Tickets* screen to search for support tickets submitted from your account.&#x20;
   * See the *Filters* *reference* above to better understand each option.
3. To add follow-up comments to a submitted ticket, or to edit permitted fields, select the ticket name in the *Subject* column.

<div data-with-frame="true"><figure><img src="/files/Vk7XvOpnlUtIQXJukZjL" alt=""><figcaption></figcaption></figure></div>
{% endtab %}

{% tab title="Help Docs" %}
Select [**Help Docs**](https://help.impact.com/) to open the impact.com Help Center. Here, you can search by keyword or phrase, or browse by category.

<div data-with-frame="true"><figure><img src="/files/CV1kG2o66no3xXLXNTsS" alt="" width="563"><figcaption></figcaption></figure></div>

The Help Center also includes <i class="fa-sparkle">:sparkle:</i> [**Ask**](https://help.impact.com/?ask=), an AI Assistant that can answer your questions and point you to the right help doc.

{% hint style="success" %}
**Note**: The Help Center AI Assistant is separate from impact.com's AI chatbot, *ask impact*. To access *ask impact*, see the *Chat* tab in this help document.
{% endhint %}

<div data-with-frame="true"><figure><img src="/files/sClBFAFZCzRwhiF6JRkg" alt="" width="188"><figcaption></figcaption></figure></div>
{% endtab %}
{% endtabs %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://help.impact.com/other/reference-documentation/get-help-and-support.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.