Learn About Adform Help

Greta
  • Updated

Adform Help is an all-in-one, self-service platform where you can find all the help when working with Adform. In Adform Help, you can find step-by-step guides, troubleshooting articles, campaign optimization recommendations, and release notes. Also, you can communicate with Adform Support teams by creating and updating the requests, and rating the support you received.

Note

To access the full Adform Help content and manage your support requests, you need to log in to Adform Help using your Adform credentials.

Navigate Adform Help's Homepage

On Adform Help's homepage, you can see these features to help you get started:

  • My Requests: At the top of the page, see an overview of any support requests that currently have.

    • To see all requests, click Your requests.

    • To create a new request, click New.

    Note

    You can see all the requests related to the email address associated with your login credentials. If you have any email threads with Adform Support, they appear in Adform Help as well.

  • Your email (account): In the top-right corner of the page shows a dropdown list where you can find your Requests (a full list of requests) and Following items (a list of all articles or sections that you clicked Follow on).

  • FLOW: At the top-left corner of the page is a link to the Adform FLOW platform.

  • Product categories: The colorful boxes are the links to documentation groups. Inside each product category, you can find content divided into sections based on use cases and then further broken down into articles.

  • What's New: The section below the product categories has links to additional information that might be of interest:

    • Release Notes (first section): Information about recent product updates and resolved issues.

    • Platform Announcements (second section): Critica platform information that includes planned maintenance, deprecations, and active incidents.

    • Other information (third-sixth sections): These dynamic sections can include the newest case studies, Adform Academy courses, blog posts, industry news, and other relevant information.

    • Industry References (seventh section): Glossary of terms that are used across Adform and adtech.

  • Get in touch: This section, at the bottom of the page, has links to receive further help from Adform Support or Adform Academy.

Submit New Request

In case you need help with your campaign or can't find the answer to your question in the articles, you can submit a request to Adform Support.

There are two ways to submit a request:

  • If you are on Adform Help's homepage, click New in the My Requests widget.

  • If you are on any other page, in the top-right corner of the page, click your email address > Requests. On the My Requests page, click New Request.

On the Submit a request page:

  1. In the cc (optional) field, enter email address(es) to receive a copy of this request (besides you and Adform support).

    For example, you can add your account manager here.

  2. In the Subject field, enter a topic for your request.

    Note

    When you enter a topic, Adform provides article suggestions that might help to solve your issue.

  3. In the Description field, explain your issue or ask your question.

    Try to be as specific as possible. For example, if you experience issues with a specific campaign, include your advertiser and campaign information, so that Adform Support can help you solve your issues more efficiently.

  4. Click Submit.

    In a window, Adform suggests additional articles that might answer your questions based on the description you provided.

  5. Do one of the following:

    • To close the window, click Close.

    • To double-check the request you just created and edit it (change it or include additional information), click See My Request.

    • To look at a suggested article, click the article's link.

  6. If you open a suggested article and find the answer to your question, in the bottom-left corner of the page click Yes, close my request.

    If you still want an answer from Adform Support, click No, I need help.

Manage Your Requests

You can see your requests in two places:

  • On Adform Help's homepage, a widget shows the most recent requests.

  • Clicking your email address in the top-right corner of the page and selecting Requests, the My Requests page shows all your requests.

Navigate My Requests Page

On the My Requests page, you can see a full list of support requests you have submitted. Requests can have one of the following statuses:

  • Open: The request is in progress and waiting for a reply from Adform Support.

  • Awaiting your reply: The request is in progress and waiting for a reply from you.

  • Solved: The request is closed because Adform Support has answered your question and you didn't have any further comments.

    Note

    Even if the request is solved, you can still reply to it and ask further questions 21 days after.

On the My Requests page, you can do the following:

  • Search for specific requests using keywords or request IDs.

  • Filter the request by status.

  • Submit a new request by clicking New Request.

Navigate Existing Request

If you open an existing request, you can do the following:

  • Check the request's information.

  • Write an additional message to Adform Support.

  • Leave feedback about the help provided by Adform Support.

Navigate Adform Help Article Page

An article's page has the following elements:

  • The left side of the page shows how to navigate inside the product category. You can expand and collapse different sections to see other articles in this category.

  • The right side of the page shows how to navigate within the current article. You can click a section's title to move directly to that section in the article.

  • At the bottom of the page in the Was this article helpful section, you can leave feedback about the article.

    Adform Help team will read your feedback. If they need additional information to adjust the content, they will contact you.

  • At the end of the article, you can navigate to the Previous article or Next article based on the workflow you are currently reading about.

  • At the bottom of the page, a Related articles section suggests additional topics for you to read based on the article you've just read.

  • Next to the Related articles section, the Recently viewed section lists articles that you've read recently.

Important

To achieve the outcome defined in each article, it's important to use services as described in the article. Any deviations may result in errors or unexpected results. We strongly advise you to read and follow the provided instructions carefully, and if you have any questions or concerns about a certain functionality, don't hesitate to contact Adform Support (support@adform.com).

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