To submit a technical support request, please complete the request form. By providing the Support Engineers with the information initially, you can help to avoid a delay that may be caused by following up for details required to investigate.

1. From the FreeWheel Support Tool, click Submit a Request to access the "Submit a request" page.
   

2. From the "Submit a request" page, click the dropdown to select appropriate request type. This will assign your request to the correct ticket queue.

   Request Type	Description
   Why isn't My Ad Serving	This form should be used to ask questions about the performance of a specific campaign or placement.
   Request HUB/Support Users	This form should be used when requesting new user access for either the HUB (documentation access) or for the Support Portal (Support and service notification UI access).
   General Question	This is a generic form for any question you might have about our product or services.
   Integration QA	This form should be used if you completed the Integration QA form and are ready for the Video Integration team to review a new or modified player.
   Player Profile Request	This form should be used if you have completed a Player Profile Request form and are ready for the Video Integration team to configure the requested Player Profile(s).

   

3. From the request form, complete required/optional fields listed below. Required fields are marked with a red asterisk (*).

   Field	Description
   CC	To help inform others in your team, you have the option to include their email addresses. They will be CC'd when we respond to your ticket.
   Subject*	A brief subject line for the request.
   Description*	A detailed description of the request or issue. If applicable, please include the Network ID Placement URL Test webpage URL or test app link Tearsheet URL Brower(s) and version(s) where the issue last appeared Impact to your business
   Priority*	Assign a priority level to your ticket from one of the options below.

   

   Please note that if your ticket does not meet the criteria described it will be reprioritized by our team. Panel Level Description Low (P4) Questions about upcoming features or functionality, documentation requests, etc. Normal (P3) Questions about ad serving, reporting, or forecasting. High (P2) An issue affecting multiple campaigns, non-essential service outage, etc. Extremely Urgent (P1) All ad serving is down, significant system malfunctions, MRM UI is inaccessible, etc. These issues are rare.
   Page or App URL to Reproduce the Problem	If applicable, please include the page, app, tearsheet, and/or any other URL(s).
   Program Related	Check the box if your ticket is related to an engagement with the Solutions team.
   Staging Issue	Check this field if this ticket involves a problem you found in Staging. We assume that all issues take place in your production network unless noted otherwise.
   External Reference	A field information, like links, for your internal ticketing system.
   Attachments	Screenshots, exported reports, traffic capture, and/or other files that may aid our team in their investigation.

   

4. Click Submit and you will receive an email confirmation.

Next Steps:

• You will be emailed a reply from support@freewheel.zendesk.com to the email address associated with your FreeWheel Support Tool profile.
• You can also monitor your ticket through the Support Tool. Please see the section below to learn more.