Overview
This document will cover the three ways you can request support from our internal team, how to request support for each method, and what information you will need to include. Whether you need to speak with a member of our support team or need guidance on how to complete a certain task, the El Toro Customer Experience team is available to help you.
How to Request Support from an Order Line
This is the best method of contacting our support team when you have questions or issues with a campaign or an order line. The steps below will walk you through how to submit the request.
Step 1: First, open the campaign or order line you need assistance with. Please note that this process is the same for both.
Step 2: Once clicked, a dropdown menu will display information about the campaign or order line. In the top right of this dropdown, you should see “Copy Order Line”, “Performance Report,“ and “Request Support.“ Click “Support Request.”
Step 3: Now, simply fill out the fields provided and click submit. This request will go straight to our support team, and we will reach out to you once we have reviewed the request.
How to Request Support from the Admin Page
This method of requesting support can be done from almost any part of the portal and should be used for general questions or issues relating to an org, product, or process, not specific campaigns or order lines.
Step 1: In the top right of your window, you will see your username, a bell icon, a question mark icon, and a shopping cart. First, click on the question mark.
Step 2: From here, you will have the options “Request Support” and “Documentation.” Click on Request Support.
Step 3: Now simply fill out the fields provided and click submit. This request will go straight to our support team and we will reach out to you once we have reviewed the request.
Requesting Support Via Email
You can also contact us by sending an email to: support@eltoro.com.
When contacting us in this way, please provide the following information, so that our team knows how to help:
-
Name of the Org you are contacting us about.
-
Name of the campaign or order line you are contacting us about (if applicable).
-
An explanation of the issue you’re experiencing or the question you have.
How-to Access Our Knowledge Base
Our knowledge base has a variety of articles about our products, media types, and processes. To access our knowledge base, follow the steps below.
Step 1: In the top right of your window, you will see your username, a bell icon, a question mark icon, and a shopping cart. First, click on the question mark.
Step 2: From here, you will have the options “Request Support” and “Documentation.” Click on Documentation.
It is important to note that you can also submit a support request from our knowledge base by clicking the red “Support” button, which is on the bottom right-hand side of the screen, on every page of the knowledge base.
Best Practices
-
If your support request is account related, contact us directly while logged in to that specific account.
-
If your support request is order line or campaign related, contact us through the “support request” at the campaign level.
-
Provide as much relevant/detailed information as possible with regard to your support needs.
-
Before putting in a support request, review the Knowledge Base.
FAQs
- Q: When can I expect a response to my support request?
-
A: Times may vary depending on the volume of requests. Most tickets will be resolved the same day they are submitted.
-
- Q: How will I be contacted about my support request?
-
A: A member of our support team will reach out to you via email. Their response will be sent to the same email address associated with the portal account you are logged in to.
-
- Q: What are the support hours?
-
A: 9 am to 5 pm during business days. If you need support outside of our operation hours, please contact your account executive.
-
Need Help?
To request support, follow the steps in the article below or contact us at support@eltoro.com and we’ll be happy to help.
Support Requests and Knowledge Base – El Toro Support Center
Comments
0 comments
Article is closed for comments.