Submit a Request to a Unifyr Team

Advice

Unifyr Support is not able to accept tickets from @gmail.com email addresses. Please ensure that you submit tickets from an email address with your organization's domain. 

This requirement applies to tickets being submitted to any team: Support, Services, Business Intelligence, Partner Enablement, Customer Programs, Labs, Customer Success and TAMs.

There are two ways of submitting a request to your Unifyr team:

• By choosing Create or Update a Request in the Support Hub - for more information, see Zoe and the Support Hub
• By clicking Submit a Request in the Unifyr Admin Academy 
  You may be asked to verify your email address when raising a support request from here.

When submitting a request, you can choose the team you want to contact:

• Support - for platform questions or functional troubleshooting

  When sending requests to Unifyr Support, please provide as much detail as possible so that our Support team members can effectively triage and resolve your issue or request. Include screenshots or steps to reproduce the issue where necessary.

  For more information about contacting Unifyr Support, see Unifyr Help Desk and Support.

• Services - for content creation, portal configuration, integrations, data management services
• Business Intelligence - for reports/dashboards, reporting questions, and custom field exposure
• Partner Enablement - for partner training, guided tours, open office hours services
• Customer Success - for strategic or program assistance, contract renewals
• Technical Account Manager (Gold, Platinum, and Diamond customers) - for guidance on best practices, platform/feature optimization, additional features
• Product Insights - for requests for product enhancements or new features, product feedback

Support Request

Provide this information then click Submit:

Method	Availability
CC	[Optional] Email address(es) to be copied in on the request
Priority	The urgency of the request, based on impact on your business. Follow these guidelines: Low - question Normal - a component feature or workflow functionality is affecting a subset of users  High - a major component has stopped working for all users  Urgent - there's a platform outage, a connector is down, or a critical pipeline is impacted, resulting in financial risk
Subject	A brief subject line to summarize and identify your issue
Description	A description of the request Include as much relevant information as possible, to help team members to triage your issue quickly. Provide examples where available and include details such as browser type and version, email address of the user experiencing the issue, ID numbers of pages, organizations and contacts, and any other appropriate details. If possible, provide the exact navigation steps that lead to the problem. This helps our support team replicate the issue you are experiencing. Be as specific as possible.
Attachments	[Optional] Files containing additional information about the request - for example, screenshots or videos Drag and drop or browse for a file to attach it to the request

Services Request

Provide this information then click Submit:

Method	Availability
CC	[Optional] Email address(es) to be copied on the request
Activity Type	The service you're requesting - choose from the drop down list
Subject	A brief subject line to summarize and identify your request
Description	A description of the request Include as much relevant information as possible, to help team members to process your request
Attachments	[Optional] Files containing additional information about the request Drag and drop or browse for a file to attach it to the request

Business Intelligence Request

Provide this information then click Submit:

Method	Availability
CC	[Optional] Email address(es) to be copied on the request
Subject	A brief subject line to summarize and identify your request
Description	A description of the request Include as much relevant information as possible, to help team members to process your request
Request Type	Choose one of these options: New Report or Dashboard Update Dashboard Exposure of Custom Field Questions or Clarification
Business Justification/Reasoning	[Optional] Context for the request, and what you hope to achieve
Report Audience	[Optional] Choose one of these options, to confirm where the report will be presented: Supplier Unifyr Admin Partner Portal Front End
Link to Dashboard/Look	[Optional] The dashboard or report to be modified (if selecting Update
Attachments	[Optional] Files containing additional information about the request Drag and drop or browse for a file to attach it to the request

Partner Enablement Request

Provide this information then click Submit:

Method	Availability
CC	[Optional] Email address(es) to be copied on the request
Choose a Partner Enablement Service	The service you're requesting - choose from the dropdown list
Delivery Region - PE	The area in the world to which the request applies
Delivery Language	The language in which the request is expected
Subject	A brief subject line to summarize and identify your issue
Description	A description of the request Include as much relevant information as possible, to help team members to process your request
Attachments	[Optional] Files containing additional information about the request Drag and drop or browse for a file to attach it to the request

Customer Success Request

Provide this information then click Submit:

Method	Availability
CC	[Optional] Email address(es) to be copied on the request
Subject	A brief subject line to summarize and identify your request
Description	A description of the request Include as much relevant information as possible, to help team members to process your request
Time Sensitive?	[Optional] Confirm that this is a request that requires immediate attention
Attachments	[Optional] Files containing additional information about the request - for example, screenshots or videos Drag and drop or browse for a file to attach it to the request

Technical Account Manager (Gold, Platinum, and Diamond customers)

Provide this information then click Submit:

Method	Availability
CC	[Optional] Email address(es) to be copied on the request
Subject	A brief subject line to summarize and identify your request
Description	A description of the request Include as much relevant information as possible, to help team members to process your request
Time Sensitive?	[Optional] Confirm that this is a request that requires immediate attention
Attachments	[Optional] Files containing additional information about the request - for example, screenshots or videos Drag and drop or browse for a file to attach it to the request

Product Insights

Provide this information then click Submit:

Method	Availability
CC	[Optional] Email address(es) to be copied on the request
Subject	A brief subject line to summarize and identify your request
Description	A description of the request Include as much relevant information as possible, to help team members to process your request
Product Request Type	Whether your request is for a product enhancement, a new feature, or a submission of product feedback - choose from the dropdown list
Attachments	[Optional] Files containing additional information about the request - for example, screenshots or videos Drag and drop or browse for a file to attach it to the request

 Training

Learn more with our training course:

• Support Services & Request Management

You will be prompted to log into your Customer One account to access the link.

Related Topics

• Zoe and the Support Hub
• Unifyr Help Desk and Support
• Find Answers with the Unifyr Admin Academy