Submitting an Analytics support ticket
This article discusses how to effectively log a ticket with customer care for the fastest possible resolution.
Related reading: Adobe Analytics Admin Guide › Which Adobe Analytics tool should I use?
If you run into an issue and are a Customer Support Delegate, you can create a ticket with Customer Care. The following guide outlines each field and the most effective way to structure your issue to reach a timely resolution.
The subject explains what is happening in a single phrase. Effective examples:
- Data feed file missing for April 23
- Error displaying workspace visualization
Elaboration on what is happening and the circumstances that surround the error/question. Effective examples include:
- Data feed (ID: 1234) typically arrives by 10:00 AM. It is now 5:00 PM and the file still has not arrived.
- When creating a freeform table and connected visualization, the visualization does not update when selecting rows from the table.
Steps to recreate
A list of exact steps an Adobe representative can take to clearly see the undesired behavior reported. Be sure to include user-specific details, such as project names and date ranges used. The following is a well-written example:
- Log in to Adobe Analytics using Example company and sample user.
- Navigate to Workspace and load Test Project.
- Select any line item in the freeform table.
- Notice that the visualization reflects the selection.
- Select another line item.
- Notice that the visualization does not update for the new selection.
Priority dictates how urgent the issue is for your organization. All tickets created via this portal are handled as a P3 by default. If you require more urgent attention to the issue, call Customer Care directly and reference the ticket after submitting it.
- P1 issues are considered critical; typically reserved for data loss and major issues that prevent many organizations from accessing data.
- P2 issues are major, where impact is significant and requires additional attention.
- P3 issues are how most tickets are treated. Issues may negatively impact an organization, but is isolated in severity or mitigated via a workaround.
- P4 issues would be considered trivial, such as a typo in the UI or a minor inconvenience in using the tool.