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How to Submit a Request for Support

Dennis Chege
Updated

When you need help, you can open a Support ticket on our Help Center or escalate one you previously submitted. SMG has several teams dedicated to resolving your issues, answering your questions, and guiding you to achieve your goals. 

Follow this simple process to streamline your experience and ensure your request is addressed promptly. In this guide, we'll walk you through the step-by-step process of submitting a request for support, making your interaction with support teams smoother and more effective.

Determine the Right Ticket Categories

The first step is identifying the appropriate category for submitting your support request. Select the Ticket Category and Subcategory that defines the issue you are experiencing or the request you want to make. Selecting the correct Ticket Category will ensure that your request is assigned to the team within SMG that can fulfill it.

Ticket Categories

Update my program (survey change, report update, etc.)

Select this category when you want to change part of your existing program. This may include an update to your survey, reporting website, automated data file, or more.

Sub-categories Under Update my program Types of Requests
Update my survey(s) (invitation, survey content, branding, etc.)
  • You want to add, remove, or change survey questions
  • You want to change the look and feel of your survey
  • You need a backfill of survey data
  • You want to add a brand, country, new language, or new invite method
Update my incentive/sweepstakes
  • You want to make updates to your survey incentive
Update an existing store/location
  • You want to update your existing invitation
Update my reporting website
  • You want to make changes to your dashboard
  • You want to make changes to report builder (i.e. adding/removing questions)
  • You want to update your mobile app settings
  • You want to add goals to your Dashboard
  • You have a calendar or quick date update
  • You have a request related to your Social dashboard
Update a user
  • You have user access updates or changes
Update a Case or Alert
  • You want to update a Case or Alert
  • You want to set up a new escalation
Update an existing integration
  • You want to make changes to an existing integration
Update an automated data file
  • You want to add, remove, or update locations in your structure/hierarchy file.
  • You want to make changes to an FTP
  • You need a historical data pull
Update a PDF report
  • You want to update your existing Period End Report
  • You want to add goals to your Period End Report
  • You want to email your Period End Report
Remove Personally Identifiable Information (PII)
  • You want to remove respondent PII.
Remove Case, Alert, or Survey
  • You want to remove a Case or Alert
  • You want to remove a survey response
Add to my program (new dashboard, user, location, etc.)

Select this category when you need to add a new element to your program, including a new user on the reporting website, a new location in your hierarchy, or a new reporting dashboard.

Sub-categories under Add to my program Types of Requests
Add a new user
  • You want to add new users
Add a new store/location
  • You want to add a new store/location to your program
Add a new website dashboard
  • You want to set up a new dashboard
Add a new data integration
  • You want to set up a new integration
Add a new incentive/sweepstakes
  • You want to add a new incentive/sweepstakes to your program
Add a new survey invitation
  • You want to set up a new invitation
Add a new automated data file
  • You want to set up a new FTP
Add a new PDF report
  • You want to set up a new Period End Report
Add a new survey
  • You want a new survey
Add a new Case or Alert
  • You want to set up a new Case or Alert
Report a problem

Select this category when you are experiencing a problem with your program and require assistance.

Sub-categories under Report a problem Types of Issues
Problem with my survey
  • You have issues with your survey (can't take it, missing questions, incorrect translations, etc.)
  • You are having issues with your invitation
Problem with my reporting website
  • You are having issues with your dashboard or other reporting features
  • You can access the reporting website
Problem with my case/alert
  • You have issues related to scripted responses
  • You have issues related to case tags
  • You are having technical issues with a Case or Alert
Problem with my integration
  • You are having issues with an existing integration
Problem with my automated data feed
  • You are missing data from your FTP file
Problem with my incentive
  • You have a problem with your survey incentive
Problem with my PDF report
  • You are missing data from your Period End Report
  • Your Period End Report is showing incorrect data
Other problem Any issue not listed above.
Ask a question

Select this category when you have a question for us. This may be a question about your current program or a possible enhancement.

Sub-categories under Ask a question Types of Questions
Question about my current program
  • You have questions or need information regarding your survey health (responses, data integrity, etc.)
  • You have questions or issues related to social ratings or reviews
  • You have questions or issues related to text analytics
  • You want to know the number of invites that have been sent
  • You want to know your click through rate
  • You have questions related to scripted responses
  • You have questions related to case tags
Question about a possible enhancement
  • You have an enhancement request
Question about how to pull a report
  • You have questions on how to pull data
Question about security or data
  • You have questions related to access management, data protection, application security, disaster recovery, compliance, etc.

Submit a Request

  1. Open the Support homepage and hit the Sign in button on the top right.

    Support_Homepage.png

  2. Sign in to the Helpcenter by supplying your login credentials.

    Sign_in_to_SMG.png

    Note: If you don't yet have an account, follow the highlighted links as applicable to your scenario. Detailed steps can be referenced from the How to Sign Up article. 

  3. To submit a request, click on either link to "Submit a Request" on the Support homepage as shown in the image below.

    Submit_a_request.png

    Note: For convenience, you can also bookmark the URL: https://support.smg.com/hc/en-us/requests/new, which directly takes you to the ticket submission form.

  4. On the Submit a request form, fill out the required fields with the necessary information.

    Required Fields

    • Ticket Category - Select the Ticket Category and Subcategory that defines the issue you are experiencing or the request you want to make.
    • Subject- A brief summary of your request.
    • Description- Provide all the details that the SMG team will need to handle your request.

    Optional Fields

    • Fields marked as optional are not required when submitting a request but they can provide additional value to your request, make sure to fill them out if needed.

    • Priority - Specify the priority of your request (please note that the SMG team may lower or raise the priority based on the request itself).

    • Users Impacted - Single, multiple or all

    • Program Name - The full name of the project.

    • Source URL - web address that is impacted.

    • Attachments - Attach files related to the request or supporting files necessary to address a concern (screenshots, reports, etc.).

  5. Click the Submit_button.png  button after filling out the form.

    You should see a notification afterward saying that your request was successfully submitted, and opens your My activities page showing the request you just submitted. From the My activities page, you can add additional information and keep track of all your requests and their status(es). To know more, please visit the related article below.

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