Support Tickets allow publishers to communicate with your team directly through the Partner Platform. Tickets are assigned to the publisher's account manager and handled in a threaded conversation - keeping all communication in one place.
Enabling Support Tickets
Support Tickets are off by default. To enable them:
Go to Organization → Settings → Partner Platform tab
Toggle Support Tickets on
Click Save
ℹ️ If you disable Support Tickets, the feature is hidden from publishers in the Partner Platform. When you re-enable it, all historical and active tickets are restored.
How publishers submit a ticket
Publisher logs into the Partner Platform
Clicks Support in the menu
Clicks +Create
Enters a Title and Message and clicks Create
The ticket is created and sent to the assigned account manager. The publisher can view their open tickets, add comments, and see replies from the AM in the same thread.
ℹ️ Once an AM closes a ticket, the status updates to Closed and cannot be reopened. Publishers can still delete their own replies on a closed ticket.
How AMs manage tickets
Go to Publishers Overview → Support Tickets tab
View all open and closed tickets across your publishers
Click on a ticket to open the thread, read the publisher's message, and reply
Click Close to close the ticket when resolved
ℹ️ Tickets are automatically assigned to the publisher's account manager. Use the filters to view only your tickets if you manage a subset of publishers.
FAQ
Q: Will either the AM or the Publisher receive an email?
A: No email notifications for either side, but you will see a red dot on the Publisher Overview page symbolizing how many tickets are open.
Q: Who can contribute to a ticket?
A: Anyone who has access to the ticket can reply to it. The username of the user who has replied will be shown below the message.