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Overview
Users may utilizeFreeWheel's
(FW)Support Portal is used to
request technical assistance (via the Freewheel Support Tool) or opt into receiving e-mail alerts about:
- Request technical support for FreeWheel's platforms.
- Sign up to receive notifications about FreeWheel system updates, product release information, and
- office closures
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Requests for technical assistance are handled by ourFreewheel support teamSupport during your local business hours, Monday to Friday, or 24/7 for high or urgent priority inquiries for most products. Support requests are addressed by Support Engineers, who are product experts that can directly address or escalate issues to appropriate specialists within FreeWheel as necessary. See below for instructions on how to employ FreeWheel's tools to request support and notification services. |
Before submitting a request, check the Freewheel Hub or FreeWheel's API documentation for information that may help answer your question(s). For questions of a non-technical nature, please reach out to your FreeWheel account team.
Accessing the Support Portal
Accessing the FreeWheel Support Portal requires a username/e-mail address and password.
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Please note that the Support Portal login credentials are the same ones used to access the FreeWheel Hub, but are different from what is used to access your FreeWheel product. Access to these logins are typically initiated or provided by your account management team. | |||||||||
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- Sign in using
- the appropriate company e-mail address and password.
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| Important: FreeWheel Support Portal passwords willexpire every 180 days. Forgot your password? Go to https://forgotpass.freewheel.tv/ | ||||
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Technical Support Requests |
The FreeWheel Support Portal allows you to:
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Submitting Technical Support Requests
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Note: Before submitting a request, please check out the Hub documentation for information that may help to answer your question(s). For questions of a non-technical nature, please reach out to your Account or Program Manager. |
All users will be emailed a reset password link after 165, 170, 175 days. To reactivate expired accounts, contact your FreeWheel account management team.
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Submitting a Support Request
To submit a support request, please complete the request form with as much detail as possible. Doing so provides FreeWheel's support engineers with the information they need to investigate the first time; with minimal delay for follow-up.
- From the FreeWheel Support Portal, click Submit a Request
Select the Request Type from the dropdown menu (See Request Type Key below) 
| title | Request Type Key |
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- to access the "Submit a request" page.
From the "Submit a Request" page, select the appropriate request type from the drop down to complete the request form below. Required fields are marked with a red asterisk (*).
Field Description CC The option to include additional email addresses, which are CC'ed when FreeWheel responds to the ticket Subject* - Subject lines are very valuable in how tickets are managed and triaged as they are readily visible in the support interface.
- Stating the urgency and key issue of your ticket clearly in the subject line of the ticket assists with ticket management. If you have a particular deadline, this will also help FreeWheel's prioritization.
Description* A detailed description of the request or issue. If applicable, please include:
- The network ID, PX name, Buzz Key or other relevant identifier.
- Relevant campaign, deal, rule, placement or other IDs
Information specific to the issue, such as:
- Test webpage URL or test app link
- For data clarifications or analyses, please include the source data and an explanation on the origin of the source data
- Brower(s) and version(s) where the issue last appeared
- Impact to your business
Other useful information to include:
- When did you first notice the problem?
- What recent changes have been made?
- Is it restricted to one campaign, etc., or multiple objects?
- What similarities do those objects have?
One of the best questions to ask when submitting ticket is what is the problem you are trying to solve? Answering this question at the very beginning of your support ticket will help contextualize the issue and ensure FreeWheel answers it as comprehensively as possible.
Example: Rather than asking if a particular function is supported, or what the purpose of a function is, ask how you can accomplish a specific end goal.
Priority* Assign a priority level to your ticket from one of the options below.
Info Please note
Complete the Request Form (See Optional/Required Fields below)
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if your ticket does not meet the criteria described it will be reprioritized
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Ticket Priority Levels
Level Description Low (P4)How-to/General usage questions, configuration changes, enhancement or documentation requests.
Normal (P3) Non-critical service outage or blocking issue: Questions impacting live work, user setup, account access, scheduling, invoicing or reporting discrepancies.
Major (P2) Localized or Individual critical-service outage: work stoppages, substantially hindered workflows, or issues impacting multiple orders.
Critical (P1)Critical service outage: UI is inaccessible for multiple users, or company-wide performance issues.
Other Data to Include
Different forms may include requests for other information. For instance, in mapping a buyer seat FreeWheel will want to know the seat, DSP, and buyer. For reporting requests FreeWheel will need to know what the business case and use is for the report, so the support engineer can tune it according to your business needs. Attachments Screenshots, exported reports, traffic capture, and/or other files that may aid our team in their investigation. - Click Submit. An email confirmation with then be sent to the email address associated with your FreeWheel Support Portal profile.
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Viewing and Managing Requests
From the FreeWheel Support Portal, you can review submitted requests which you have been grated access to. See more about this below.
- Click your profile icon, click your username to access the dropdown and select My activities.
- From "My activities," click Requests to view either "My Requests" (i.e., requests you have submitted), "Requests I'm CC'd on," or, if granted permission, "Organization requests" (i.e., all requests submitted by your company and/or "Follow" your company's requests).
Escalating a Request
For concerns about a ticket and to request escalation, some tips include the following:
- Convey priority: The best results can be obtained by ensuring the urgency is communicated in the ticket
- Ask for an escalation in the ticket: If a ticket isn’t going in the proper direction, communicate this in the ticket:
- Restate the issue and focus the question on what needs addressing
- Ask for an escalation/review on the ticket
Leverage your account manager: Your account management team is also able to help with issues requiring escalation. Please use this sparingly.
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Subscribing to Service Notifications
TV Platform (MRM) and Strata
Service notifications, through the Support Portal, are a way to stay informed about FreeWheel system updates, product release information, and office closures. You can opt-in to service notifications from the following sections topics:
- FreeWheel Release Information and Product Updates
- System Updates
- General Announcements
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FreeWheel recommends joining System Updates, which are used to announce any unplanned incidents. |
To subscribe to service notifications:
- From the Support Portal homepage, select a section topic. In the example below, the System Updates section is selected.
- From the selected topic, click Follow and select New Articles from the dropdown.
- You will see a confirmation notification at the top of the page.
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Once subscribed, section topics with new articles will be e-mailed from noreply@Freewheel.zendesk.com. Please check your spam folder to ensure messages are not lost. |
Beeswax
- Navigate to https://status.beeswax.com/ and from the top right corner click Subscribe to Updates
- Choose how to receive notifications (via email, text, Slack notifications) if there are any platform-wide issues or scheduled maintenance events
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Alerts are automatically displayed in the UI when live as well | |||||||||
| P1 - Extremely Urgent | All ad serving is down, significant system malfunctions, MRM UI is inaccessible, etc. | ||||||||
| P2 - High | An issue affecting multiple campaigns, non-essential service outage, etc. | ||||||||
| P3 - Normal | Questions about ad serving, reporting, or forecasting. | ||||||||
| P4 - Low | Questions about upcoming features or functionality, documentation requests, etc. | ||||||||
| Page or App URL to Reproduce the Problem | Include the page, app, tearsheet, and/or any other URL(s) with an issue. | ||||||||
| External Reference | A field information (links) for your internal ticketing system. | ||||||||
| Description* | A detailed description of the request or issue. Provide as much information as possible to the Support Engineers to avoid delays. If applicable, include:
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Important: The notification will only go out to clients with access to the FreeWheel Support Portal and internal FreeWheel employees. |
Press Submit. A confirmation email will be sent from support@freewheel.zendesk.com.
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Tracking Technical Support Requests
Requests for you and all other users in your company (if access is granted) can be viewed from the Freewheel Support Portal.
Click on profile icon to access the dropdown and select My activities
Click Requests to view requests you have submitted and/or click Requests I'm CC'd on
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Email Notifications |
The FreeWheel Support Portal's Announcements page allows users to opt into email notifications about:
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System Update Notifications
From the FreeWheel Support Portal's Announcements page, select System Updates to view its feed
Press Follow and select either New Articles or New Articles and Comments
| title | FreeWheel Release Information and Product Updates |
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FreeWheel Release Information and Product Update Notifications
From the FreeWheel Support Portal's Announcements page, select FreeWheel Release Information and Product Updates to view its feed
Press Follow and select either New Articles or New Articles and Comments