Agency support best practices

This article explains the support processes and best practices for Agency.

A team of specialists is available 24/7 to answer your questions and troubleshoot any issues you encounter. By following recommended best practices, like including relevant details in your support ticket, you can get the fastest possible resolution.

How do I contact support?

You can contact Authorized Buyers Agency support through the contact form.

Agency support

A dedicated support team of product specialists operates
24 hours a day for 5 days a week.

Journey of a support ticket

Initially, a ticket is assigned to a member of our global support team based on urgency, product area, language, region, and so on.

Each support ticket can be handled by a different person even if it is following up on a previous issue, so context is important. Some tickets might also be worked on by different support agents around the globe to provide a faster resolution.

Our team has different target response times based on the ticket priority. In the event of a highly complex or time sensitive issue, your Account Manager can escalate the support ticket to our team and raise its priority.

Best practices when submitting a support ticket

  • Include direct links to relevant items (such as UI, Deals, Creative IDs, Live Page URL)
  • Share links to our Help Center articles that you’ve already exhausted
  • Describe any changes to settings or account adjustments
  • For policy disapprovals, please share example creative IDs so we can find the exact label and policy disapproval. 
  • Help us understand the scope of issues by sharing any details on timeline and impact. 

Did you remember to include:

  • Bid request/response
  • Steps to reproduce
  • Screenshots or screen recordings
  • Deal details (deal ID, deal type)

If all troubleshooting steps and workarounds have been exhausted and the issue still persists, please loop in your Account Manager on the support ticket to request a call with the Exchange Platforms team. A member of our team will review the request and get back to you as soon as possible.

Support surveys

Support surveys allow our team to make internal workflow recommendations to improve your support experience. It’s one of the most critical touch points between you and our team. Each response is carefully audited and shared with the global team. The process is as follows:

  1. The ticket is closed
  2. The support survey is sent
  3. The response is received
  4. The response is audited and shared and 
  5. Feedback is enforced

How we interpret survey responses

  • Satisfied: Only 6 and 7 (Moderately satisfied and Extremely satisfied) are considered as satisfied ratings. Any other score will result in a further investigation and analysis.
  • Not Satisfied: If you are not satisfied (score 1-5), please share the reason for your rating in the comments section and how we can improve so we can investigate further.

Additional resources

 

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