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Community Manager
Posts: 141
Registered: ‎09-01-2015

Introducing Tealium Support Desk Portal

[ Edited ]

The Tealium Support Desk is designed to provide a self-service support portal. We know that many questions can be answered in the user forums or in the technical documentation, but for those issues that require expertise or special attention you can submit a request directly to our support team.

 

The following topics are covered in this guide:

Table of Contents Placeholder

Accessing Support Desk

tealium-support-desk.jpgSupport Desk is located at https://support.tealiumiq.com/

You must log into Support Desk to submit a new siupport request or to review your past requests. The same credentials you use to access iQ, Universal Data Hub, and Learning Community will be used to access Support Desk.

Submitting a support request

You must be signed in to Support Desk to submit a new support request. Our goal is to provide the best service possible in a timely manner. You can help us by entering as much detailed information as possible in the request form. Following these steps and best practices will help to expedite your request.

To submit a new support request in Support Desk:

  1. Click Submit a request at the top of the page.
  2. Enter a descriptive subject line. Example: "Facebook Pixel not firing on Confirmation page" instead of "Pixel broken"
  3. Enter a detailed description of the request. The following information is typically needed:
    • Tag UID/Connector name
    • Steps to reproduce
    • QA site access information ie. username/password
    • Test credit card/transaction details
    • Vendor pixel code
    • Relevant Load Rules, Data Mappings, or Extensions
  4. Attach any relevant screenshots or vendor documentation. The file size limit is 20MB.

What to expect after submission

Within one business day of submitting your ticket, a Tealium representative will be in contact to confirm your ticket submission and follow up with any clarifying questions. Next, your Tealium representative will work on assigning an appropriate resource to your request within two business days after submission.

Checking the status of a support request

You must be signed in to the Support Desk to check the status of a support request.

To check the status of a request:

  1. At the top of the page click My activities.
  2. To filter the requests displayed, enter a search term in the Search requests or select an option from the Status menu.
  3. Click the title of the request to see its details.

Creating a follow-up support request

Once a solved request has been inactive it will automatically be closed for additional comments and it cannot be reopened. 

To create a follow-up to a solved request:

  1. At the top of the page click My activities.
  2. In the Status menu select "Solved" to filter the list of requests.
  3. Click the title of the request to see its details.
  4. At the bottom of the request click create a follow-up.

Frequently Asked Questions 

Question: How do I link two related support requests?

Answer: It's common for two requests to be related and it can be useful to reference one from the other. In the comment of a request mention the related request by typing the number sign ("#") followed by the request number eg. #123456. This will automatically be linked to the related request.

 

Question: I have a question that's not listed here. What should I do?

Answer: Chances are good that someone else has your same question, or has already answered it. Trying searching the user forums for an existing article on your question. If nothing comes up you can be the first to post it to the community, and now the next person that has that question will find it in the forums. 



Remember to "Accept as Solution" when your question has been answered and to to give kudos to helpful replies.