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Overview

Users may utilize FreeWheel's (FW) Support Portal to request technical assistance (via the Freewheel Support Tool) or opt into receiving e-mail alerts about system updates, product release information, and other announcements (via notification sign-up). 

Requests for technical assistance are handled by our Freewheel support team during business hours, Monday to Friday, or 24/7 for urgent inquiries. 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.

Accessing FreeWheel Support Portal

FreeWheel Client Login

  1. Go to https://support.freewheel.com/ 
  2. Select Client_Login Authentication System

  3. Sign in using your FreeWheel Support Portal username and password (same as your login for the Hub) provided by your Account or Program Manager

FreeWheel Employee Login

  1. Go to https://support.freewheel.com/ 
  2. Select Employee_Login Authentication System

  3. Sign in using your FreeWheel username and password

Important: FreeWheel Support Portal passwords will expire every 180 days. Forgot your password? Go to https://forgotpass.freewheel.tv/

Technical Support Requests

The FreeWheel Support Portal allows you to:

  • Create a new ticket for technical support
  • Track the status of your open tickets

Submitting Technical Support Requests 

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.

  1. From the Freewheel Support Portal, click Submit a Request

  2. Select the Request Type from the dropdown menu (See Request Type Key below) 

    Request FormDescription
    Request HUB/Support UsersRequesting new user access for either the HUB (documentation access) or for the FreeWheel Support Portal (support and service notification UI access).
    Why isn't My Ad ServingQuestions about campaign or placement performance.
    General QuestionQuestions about FreeWheel products or services.
    Integration QARequest Video Integration Team to review a new or modified player (Complete Integration QA form before submitting).
    Player Profile RequestRequest Video Integration Team to configure Player Profiles (Complete Player Profile Request form before submitting). 

  3. Complete the Request Form (See Optional/Required Fields below) 

    SectionDescription
    Subject*A brief subject line for the request.
    Priority*

    Please note that if your ticket does not meet the criteria described it will be reprioritized by our team.

    Priority LevelDescription
    P1 - Extremely Urgent All ad serving is down, significant system malfunctions, MRM UI is inaccessible, etc.
    P2 - HighAn issue affecting multiple campaigns, non-essential service outage, etc.
    P3 - NormalQuestions about ad serving, reporting, or forecasting.
    P4 - LowQuestions about upcoming features or functionality, documentation requests, etc.
    Page or App URL to Reproduce the ProblemInclude the page, app, tearsheet, and/or any other URL(s) with an issue. 
    External ReferenceA 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:

    • 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
    CC

    Notify and include members of your team in the support process by entering the email address associated with their FreeWheel account.

    Important: The notification will only go out to clients with access to the FreeWheel Support Portal and internal FreeWheel employees. 

  4. Press Submit. A confirmation email will be sent from support@freewheel.zendesk.com.

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. 

  1. Click on profile icon to access the dropdown and select My activities 

  2. Click Requests to view requests you have submitted and/or click Requests I'm CC'd on 

Email Notifications

The FreeWheel Support Portal's Announcements page allows users to opt into email notifications about:

  • FreeWheel System Updates 
  • FreeWheel Release Information and Product Updates

System Update Notifications 

  1. From the FreeWheel Support Portal's Announcements page, select System Updates to view its feed 


  2. Press Follow and select either New Articles or New Articles and Comments 


FreeWheel Release Information and Product Update Notifications

  1. From the FreeWheel Support Portal's Announcements page, select FreeWheel Release Information and Product Updates to view its feed 


  2. Press Follow and select either New Articles or New Articles and Comments 

Once you 'follow' a feed you will receive notifications from noreply@Freewheel.zendesk.com in your email. to ensure proper delivery, please check your spam folder. You can then 'unfollow' or unsubscribe at any time.