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Opening and viewing support tickets

For: Marketers Agencies Ad Networks Last update: March 07, 2023 17:01

At a glance: Learn how to open a support case, which details to include.

Opening a support case

When you open a support case, include as much information about the issue as possible. These details will help our support team resolve your issue faster.

To open a support ticket:

  • Log in to your Avataryug account, and click Support in the header

  • Click on New Case.

  • Enter the details of your support request, including the following information:

    1. Case Severity
    2. Issue Type
    3. Problem type and subtype
    4. Case Summary
    5. Select Project if applicable
    6. Attachment if applicable
    7. Preferred contact method based on the support plan

    8. Any relevant details about the issue, for example:

      1. A brief description of the problem and what you were trying to do when you encountered it
      2. Date ranges
      3. Screenshots from Avataryug platform or a 3rd-party platform showing your issue, or a short video showing the issue
      4. Reports that were generated
      5. Debug logs from the SDK or server
      6. The SDK version and plugin version
      7. Steps to reproduce the issue

Note: If you are unable to open a support case as described, contact your CSM or write to support@avataryug.com.