Zeta Hub Support Ticket Submission

This article will guide you through the process of submitting or filing support tickets within the Zeta Marketing Platform Support Portal. The Support team is available 24/7 on all days, including holidays. The distributed teams are spread globally over four locations, enabling high availability, quick responses, and effective collaboration across client services, engineering, testing, and product teams.

• For the Zeta Marketing Platform (ZMP), the recommended option to submit a support ticket is via the ZMP Service Desk Portal

  • You can also contact support via the email alias: hubsupport@zetaglobal.com

• For the Zeta Demand Side Platform (Zeta DSP), the recommended option to submit a support ticket is via the Programmatic Support Service Desk Portal.

  • You can also contact support via the email alias: dspsupport@zetaglobal.com

Support highly recommends filing tickets via the ZMP Service Desk Portal. The service desk allows for organized and detailed submissions, and the Support team can quickly act on the tickets without the need for further clarification.

Access the Zeta Portal

1. Navigate to the Zeta Help Center Portal.

2. On the login screen that appears, enter your email address and then click on Next.

3. If you do not have a login for the Zeta Help Center, you will see a button that says Sign
up with password on the next screen. Click on that.

4. Check your inbox for an email from jira@zetaglobal.com with a subject line of “Finish signing up to Help Center.” Click on the Sign Up button in the email message.

5. Within the landing page, enter your name and password, and click on Sign up.

Once done, you can access the Zeta Support Portal!

Submit Support Requests

1. Navigate to the desired Zeta Support Portal Option.

• For the ZMP -  Zeta Marketing Platform Support

• For the DSP - Programmatic Support

• For everything else, select the appropriate option

2. Select the appropriate category for your Support need, then select the appropriate option within that category to get the correct form to fill out.

Form Fields	Description
Summary	A clear, concise, one-line description of the request.
Account ID (optional but preferred)	In this case, the ZMP account ID
Priority (optional but preferred)	Set the appropriate priority (Trivial, Minor, Major, Critical, Blocker). See Priority Matrix Below: Points to Remember Priorities are subject to change based on: (Support Triage, Client, Level of Impact) Default priority is set to “Major” when creating a ticket and not selected Priority Definitions listed below
Description (optional but required)	Provide a full description of what you need assistance with, including as many details as you can. When asking for assistance in doing a task, things to provide include the full details of what you'd like done (ex, locations to target) and the deadline for when it needs to be done by.  When asking for help with an issue, things to provide include step-by-step instructions on how to replicate the issue being seen, any error messages that appear in the UI, etc.
Attachment	For issues, please attach screenshots showing exactly how the UI appears for you when you encounter said issue
Share with	If a Customer Organization has been set up on your behalf by the Zeta Support teams, you will see a “Share with” option at the bottom of the ticket form By default, the “Share with” option will be pre-populated with your assigned Customer Organization If you leave the default “Share with” selection alone, then after you click “Send,” the ticket will be findable by all your coworkers who are also in your assigned Customer Organization If you have a business need to make the ticket private to just you, meaning the ticket is hidden from your coworkers, then change the “Share with” selection to “No one.” To see more information about Customer Organizations, jump down to the dedicated section

After clicking on Send to submit your ticket, check your inbox for a message from jira@zetaglobal.atlassian.net or hubsupport@zetaglobal.com confirming the ticket was successfully logged.

Priority Definitions

View Previously-Logged Tickets

• When logged into the Zeta Support Portal, you will see a bubble that reads Requests at the top right of the screen. Click on the bubble to open up the following menu:

• 

  • Requests - Click on this to go to a list of still-open tickets that you or anyone in your customer organization has logged

  • Profile – This will take you to a screen where you can adjust your name, your preferred language, and your time zone

  • Log out – This will log you out of the portal

• You can change the ticket list by manipulating the three dropdowns at the top of the screen

  

Dropdown 1: Open vs Closed
Open requests	Default selection; this will give you all Zeta Support tickets in some state of "Open" and match the selections from the other two dropdowns
Closed requests	This will give you all Zeta Support tickets that have been Resolved / Closed and match the selections from the other two dropdowns
Other status options	Underneath the “Open Requests” and “Closed Requests” options, you’ll see statuses from the different Service Desk Portals that you have access to You can filter against any statuses you see in the dropdown as needed to find a specific ticket
Dropdown 2: Sort by creator and share method
All	This will give you all tickets created by anyone on your team, including you, that match the selections from the other two dropdowns
Created by me	This will give you all the tickets that were created by you and match the selections from the other two dropdowns
Where I am a participant	This will give you all tickets that were specifically shared with you by a teammate and match the selections from the other two dropdowns
Shared with my organizations	This will give you all the tickets that were shared with your Customer Organization(s), regardless of who logged them, and match the selections from the other two dropdowns Any tickets that were logged as Private will be EXCLUDED from this view
Dropdown 3: Request type
This dropdown will have all the Request Types available to you in it, for you to filter on
This is useful in cases where you want to check on only specific kinds of tickets, such as user access requests or general help requests
Search for requests
Use this field to search for any ticket you may want to view
This is useful in cases where you can remember a phrase or keyword from a particular case, but can't remember the ticket's subject line

Customer Organizations

A Customer Organization is a grouping of customer users managed by Zeta Global in our Service Desk Portal. These Organizations enable the Zeta Support teams to keep an entire group of customer users in the loop on Support cases, and they also enable you, our customers, to see cases logged with us by your coworkers and contribute to the conversation.

If you have a coworker who cannot see the Zeta Support tickets you’ve logged, or if you are not part of a Customer Organization and feel you should be, please log a General Support ticket with the Support team of the Zeta platform you primarily use.

Best Practices

• Tickets are a requirement for investigation and as a prerequisite for Product/Engineering involvement

• Account/Advertiser IDs should be provided

• Exact Steps to replicate should be provided within the details of the ticket

• Links to specific pages from the platform if applicable

• Provide screenshots, related files, reports, video when applicable

• Open a new ticket for follow-ups, if the original ticket was closed (comments on closed tickets will not be responded to)