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Wunderkind Help Center Overview

Updated

Help Center Overview

The Wunderkind Help Center consists of three parts:

  1. The Knowledge Base serves as a one-stop destination for our clients to access a wealth of resources tailored to their needs, streamlining and enhancing communication with their Wunderkind team.
  2. The Support process empowers our clients to submit troubleshooting-related issues directly to our Services organization.
  3. The Product Status Page provides real-time product status updates, including information about system health, incident notifications, and maintenance schedules.

Together, these three programs form the Wunderkind Help Center. Learn more about accessing the Help Center below. 

How to Access the Help Center:

  1. A. If you already have a Wunderkind Connect account, navigate directly to support.wunderkind.co. Select “Sign In” and then “Continue with Wunderkind Connect Platform.” SSO will log you in automatically or direct you to input your Connect credentials to log-in.
    B. If you do not have a Wunderkind Connect account, navigate to this reset password link. Follow the instructions to create a password to activate your support account.
  2. Once a password is created, log in. The Knowledge Base will appear on the homepage. Note that you must be logged in to view all available Knowledge Base content! 

How to Submit a Support Ticket: 

  1. To submit a Support ticket, click the “Submit a Request” button on the upper right hand side. Note that you must be logged in to submit a Support ticket! 
  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 “Get Help” and fill out the form.
  4. Fill in the required fields. 
  5. 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.
  6. You can view all support tickets under the ‘Requests’ section of the drop down options.
  7. 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.

What kinds of requests do I submit to Support?

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 campaign downtime. Your Customer Success and Client Partnership teams will continue to take the lead on strategy and commercial-related conversations.  

 

If you have additional questions, please reach out to your Wunderkind Customer Success Manager.

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