Navigating Your MNTN In-App Support
Welcome to MNTN's in-app Help Center, where you can receive personalized assistance from our support team or peruse the many articles detailing our platform’s capabilities.
Your in-app support window has three primary sections:
To get started, click the icon in the bottom left corner.
Home
Ask a Question
Feel free to ask any MNTN-related questions via the Ask a Question field. MNTN's AI will generate the answers alongside relevant articles for immediate assistance. The AI pulls answers directly from MNTN's Help Center, so you don't have to search around to find what you're looking for.
Once the answer is provided, you will be presented with two options:
1️⃣ That answered my question: select That answered my question if you no longer need help.
2️⃣ Get more help: select Get more help to contact the MNTN Support Team for personalized support, whether for further explanation, guidance, or perspective.
You can contact a member of the MNTN Support Team directly by typing submit a request at any point during your chat. Our system will then prompt you to provide a few details to help us route your request efficiently.
Once your request has been submitted, our support team will respond within 1 business hour.
💡 Note: Your requests will always be found within the Messages section of your in-app support window.
Search For Help
When you click Search for Help, a new page will display our Help Center's collection of articles to delve deeper into a specific subject.
Simply type a keyword, phrase, or question into the search bar to find relevant articles on the topic you want to understand.
💡Note: When selecting Search for help, you'll be navigated to the Help tab of your in-app support window.
Navigating Suggested Topics
You’ll notice a subset of topics catered to you listed on your in-app support's homepage - those topics could include:
Impression Tracking
Visit Tracking Parameters
Visit URL
How to Interpret 3rd Party Audience Size
Click on any of the listed topics to be guided to relevant articles on the subject matter.
Messages
The Messages tab of your in-app support window will house any details on MNTN product releases or general updates from the MNTN team.
The Messages tab also houses all of your past and current conversations, whether that conversation ended with AI-generated answers or whether you got in contact with the MNTN support team.
Navigate here for the latest feedback and details on your conversations.
Support Request Statuses
Within your Messages tab, you can easily access any submitted requests for status updates. The meaning of each status is outlined below for your reference and understanding.
These statuses can be found within the request itself and in the accompanying email updates.
Status | Definition | Next Steps |
Submitted |
The Submitted status indicates that your request has successfully been sent to the MNTN Support Team. |
No further steps for your team here!
Our team will get back to you within 1 business hour.
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In progress
|
The In progress status indicates a MNTN Support Team member is working on your inquiry internally.
|
No further steps for your team here!
You can view the MNTN Team's updates and/or follow-ups within the Messages tab. These details will also be sent to the email linked to your MNTN account for your convenience.
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Waiting on you
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The Waiting on you status indicates that the MNTN team has outstanding questions for your team in order to resolve your request.
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Respond back to the MNTN Team with answers to the outlined questions either through your MNTN account's Messages tab or by way of email. |
Resolved
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The Resolved status indicates that the submitted request has been effectively addressed.
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No further action is required by your team!
However, should you still require the MNTN team member's help, feel free to submit your request for continued support.
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Ask a Question
Should want to start a new conversation, select the blue Ask a Question button within within the Messages tab.
You'll then be routed to MNTN's AI. MNTN's AI will generate the answers alongside relevant articles for immediate assistance.
However, contact a MNTN Support Team member at any point by typing submit a request. To route your request efficiently, we ask that you submit a few details about your request. Our team will then get back to you within 1 business hour.
Help
The Help tab allows you to navigate MNTN's different Help Center categories. These categories provide an in-depth explanation of platform capabilities and features to ensure you're making the most out of your account.
💡Note: You will be navigated to the Help section of your in-app support window when selecting Search for help from the Home tab.
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