How to Submit a Wunderkind Support Ticket

How to Submit a Support Ticket:

1. 1. To set up your Help Center account, navigate to this reset password link. Follow the instructions to create a password and activate your account.
      
   2. Once a password is created, log in. The Knowledge Base will appear on the homepage.
      
   3. To submit a Support ticket, click the “Submit a Request” button on the upper right hand side.
   4. A dropdown will display two form options: 
      • Get Help: Use to report Product Bugs and blockers, questions that aren’t answered by Help Center content
      • Give Product Feedback: Use for general feedback, feature requests, etc. 
   5. Select “Get Help” and fill out the form.
   6. Submit the required fields.
      
   7. Once you have submitted the ticket, a support agent will be assigned. You will receive an email from your assigned support agent within 1-2 hours with more details to a resolution.
      
   8. You can view all support tickets tickets under the ‘Requests’ section of the drop down options.
   9. Please reach out to your Customer Success Manager with any questions or feedback.

How to Submit Product Feedback:

1. Once you have logged into the Help Center, click “Submit a request” in the upper right hand side, as you do to submit Support tickets. 
2. A dropdown will display two form options: 
   • Get Help: Use to report Product Bugs and blockers, questions that aren’t answered by Help Center content
   • Give Product Feedback: Use for general feedback, feature requests, etc. 
3. Select “Give Feedback” and fill out the form.
4. Once submitted, you will receive an automated confirmation message acknowledging your form submission.

FAQ

What kinds of requests do I now submit to Support?

Troubleshooting-related issues can now be submitted into a queue directly to our services organization.

Live production and troubleshooting issues include topics like: a drop in email sends, tag or pixel issues, deliverability, product feed issues, UX issues onsite due to a WKND campaign, on-demand texts not sending, segment creation roadblocks, or anything related to downtime.

What kinds of requests do I continue asking my Wunderkind team?

Your dedicated Customer Success Manager will continue to be your point person for all things strategy-related, including topics like: new campaign requests, copy/design feedback, ESP-related questions, 3rd-party integration questions, accessibility-related requests or questions, and product or feasibility requests or questions.

Your Client Partnerships rep will continue to address all commercial and contract-related conversations.