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.
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
Support highly recommends to file tickets via the ZMP Service Desk Portal. As the service desk allows for organized and detailed submission, the Support team can quickly act on the tickets without the need for any further clarification.
Access the Zeta Portal
1. Navigate to Jira Service Management.
2. On the login screen that appears, click on Sign up for an account. Next, enter your email address in the field and click on Sign Up.
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3. Check your inbox for an email from jira@zetaglobal.com with Finish signing up to Zeta Marketing Platform Support in the subject line. Click on the Sign Up button in the email message.
4. Within the landing page, enter your name and password, and click on Save and Continue.
Once done, you can access the Zeta Support Portal!
Submit Support Requests
1. Navigate to the Zeta Marketing Platform Support - Service project.
2. Select General Support Requests.
Support Request Example Form  |
Form Fields | Description |
|---|---|
Summary | A clear, concise, one-line description of the request. |
Account ID (optional but preferred) | ZMP platform account ID |
Priority (optional but preferred) | Set the appropriate priority (Trivial, Minor, Major, Critical, Blocker) See Priority Matrix Below: Points to Remember
|
Description (optional but required) |
|
Attachment | For issues, please attach screenshots showing exactly how the UI appears for you when you encounter said issue |
After clicking on Create to submit your ticket, check your inbox for a message from ticket.servicedesk.hubsupport@zetaglobal.com confirming the ticket was successfully logged.
Priority Definitions
Jira Equivalent | Description |
|---|---|
Highest / Blocker | A problem that severely impacts your use of the platform. The situation halts your business operations and no procedural workaround exists. |
High / Critical | A problem where the platform is functioning but your use in the platform is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists. |
Major / Medium | A problem that involves partial, non-critical loss of use of the platform. There is a medium-to-low impact on your business, but your business continues to function, by using a procedural workaround. |
Low / Minor | A general usage question, there is low-to-no impact on your business or the performance or functionality of your system. |
Lowest/Trivial | A Support request that can be completed quickly, with no importance |
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:
My requests - Click on this to go to a list of still-open tickets that you personally have logged.
All requests - Click on this to go to a list of all still-open tickets in for your team regardless of who logged them.
After making a selection, you'll be taken to a screen where you can see the ticket list based on which option you clicked on.
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 |
Any status | This will give you all Zeta Support tickets that match the selections from the other two dropdowns regardless of whether they're open or closed |
Dropdown 2: Sort by creator and share method | |
Created by anyone | 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 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 the D&B team regardless of who logged them and match the selections from the other two dropdowns
|
Dropdown 3: Sort by ticket type | |
This dropdown will populate with the different request types you and your team end up using | |
The expectation is for this dropdown to only ever include "RevUp Support" for the D&B team | |
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 key word from a particular case, but can't remember the ticket's subject line | |
Best Practices
Tickets are a requirement for investigation and as a prerequisite for Product/Engineering involvement
Account/Advertiser ID’s 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 original ticket was closed (comments on closed tickets will not be responded to)