Getting the Most Out of Your Support Ticket Requests

Welcome to our Help Center! We understand that navigating our platform, especially for new users, can sometimes lead to questions or challenges. It’s easy to be unsure if an issue you’re experiencing is due to a bug or a needed configuration change. Rest assured, we’re here to help figure out which it is. This guide is designed to assist you in providing specific details in your support requests. By following the instructions in this document and providing ample details, you can help ensure that our team provides you with swift and effective resolutions to your concerns.

 

Writing In To Support

There are two ways to write in to our support team here at True Anthem:

1. Emailing support@trueanthem.com from an email client of your choice.

2. Clicking the "Support" button in the lower left hand panel of the Dashboard (see below), and then selecting "Open a Request" in the following box that opens up. 

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Understanding Different Types of Support Requests

Depending on your needs, support requests can vary. Here's a quick rundown:

  • Bugs/Issues: This includes problems with Content Discovery or queue functionality, including posting issues, content availability, content recommendations, etc.
  • Dashboard Functionality: Issues related to the operation of the dashboard.
  • Login Issues: Challenges with accessing your account.
  • External Configuration Requests: Needs like schedule changes or content rule modifications.

How to Report Bugs/Issues Effectively

For bugs or issues, it's crucial to provide:

  • The affected campaign/brand and social network (e.g., Facebook, Instagram).
  • Example URLs of content expected but not present.
  • Any recent changes to your CMS or site metadata.
  • Clear description of the issue.

How to Report Dashboard Functionality and Login Issues

When encountering these problems, include:

  • The campaign/brand and social network affected.
  • A video or screenshot if the issue is reproducible.
  • Details like post copy, screenshots, or slots causing the issue.
  • User information impacted by the issue.

Requesting External Configuration Changes

For schedule or content rule changes, provide:

  • The campaign/brand and social network queue to be updated.
  • Specifics of the change requested (time slots, content type).
  • Example URLs for content rule updates.
  • The intended outcome of the change (e.g. to block a specific piece of content).

Your thorough details allow us to help you more effectively. Our support team is committed to providing you with the best possible service.

Check out our FAQ section for quick answers to common queries and explore our interactive troubleshooting guides for a more hands-on approach.
 
Posts on (FB/X/IG/etc.) have been failing today. How come?

This is likely due to issues with the posting API, such as Facebook Graph API. Typically, post failures also come with specific error messages that our team can verify in the logs. You and your team can also subscribe to post failure notifications, which can come in handy to keep you and your team informed as to the reason for any post failures.

How do I connect my social network account to the dashboard?

Authorize a Facebook Page in the True Anthem Dashboard
Authorize an Instagram Account in the True Anthem Dashboard
Authorize a Twitter Account in the True Anthem Dashboard
Authorize a LinkedIn Company Page in the True Anthem Dashboard
Authorize a Pinterest Account in the True Anthem Dashboard
Authorize a YouTube Channel in the True Anthem Dashboard
Authorize a TikTok Account in the True Anthem Dashboard
Authorize a Threads Account in the True Anthem Dashboard

Why am I getting an “incorrect credentials” error message when attempting to log in?

This occurs due to a number of factors. In this instance, feel free to let us know when this occurs and our team can reset your login on our end, at which point you should be able to regain access following an initial login to the dashboard using an Incognito browser window.

 

 

 

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