Help & Support in the panel is where you reach the Personyze team without leaving the
product. “If something is broken, unclear, or missing — open a ticket and our support team will get back
to you.” Replies arrive by email and in the thread itself, so the conversation stays in one
place — and the bell in the top bar lights up when support replies.
The form states the target under Priority: we aim to answer within 24 hours.
Opening a ticket
- Subject — required.
- Category — what it is about (below).
- Priority — Normal, High or Urgent.
- Which campaign — optional, or not campaign-specific.
- The page where you see the issue — optional, and worth filling in for anything visual. It has
to start withhttp://orhttps://. - The message — “Describe the problem or question. The more detail, the faster the
answer.” - Attachments — screenshots, exports, a file that shows the problem. A message too long for the
box is a sign it should be a file.
The categories
| Category | Use it for |
|---|---|
| Campaign issue | A campaign not doing what you set it to do. |
| Tracking & data | The tracker, feeds, goals, profile data. |
| Performance & reports | Numbers that do not look right. |
| Billing & payments | Invoices, plan, balance, codes. |
| General question | Anything else about how it works. |
| Set up a campaign for me | Hand the build over. |
| Schedule a consultation | Talk through what you are trying to do. |
| Schedule a call with your account manager | A call with the person who knows your account. |
— ask for one and we will help.
Asking for a call
Pick a preferred day and a slot — morning (09:00–12:00), afternoon
(12:00–17:00), evening (17:00–20:00), or no preference. Times are shown in the timezone your browser
reports; if another one suits you better, say so in the message.
Following it
Each ticket has a number and a status:
- Open — filed.
- Waiting for support — with us.
- Answered — we have replied.
- Reply requested — we need something from you before it can move.
- Closed.
The list is newest activity first, searchable by subject or #number, and filterable by status and
category. Closing a ticket is not final — “This ticket is closed. Writing a message
reopens it.”
filed under one is only visible from that one — the panel says which. The campaign picker has the same limit: it
only sees the account you are standing in, so switch first if you want to reference a campaign from another.
Getting a faster answer
- Name the campaign and paste the page URL. Most of the first reply to a vague
ticket is asking for those two things. - Say what you expected and what happened, in that order.
- Attach a screenshot of the screen you are describing.
- Check the troubleshooting pages first for the four common ones — they resolve most tickets
before they are filed.