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The Adhese Support team is dedicated to answer all your questions, resolve any issue, and help you get acquainted with the ins and outs of Adhese. 

Before sending a request to the Support team, it is advised to

  • Consult the Adhese documentation. A Help button, which redirects to the online documentation of the Adhese platform (docs.adhese.com), is located at the upper right corner of the Adhese interface.
  • Check if a request or issue has already been reported or solved.
If you contact Support, please try to provide as much information as possible.

How to get help?

Adhese Support portal

To submit a request via our Support Portal:

  1. Log into the Adhese Support portal.
    Sign in to Support - Click for a larger view
  2. Enter your email in the Email field and password in the Password field. Click the Sign in button. This opens the Adhese Support screen. 

    If you have lost your password, click the Forgot my password link and follow the instructions.

    Adhese Support screen - click for a larger view

  3. To submit a new request, click Submit a request in the upper right corner of the Adhese Support screen. This opens the Submit a request screen.
    Submit a request screen - click for a larger view
  4. Specify the following details:
    1. Enter the subject of your request in the Subject field. Choose a brief but comprehensive subject line.
    2. Enter the details of your request in the Description field. 

      The description should contain the actions that you or your coworkers have already taken to check if the issue is not a result of your infrastructure, coding, or modifications that have recently been made in your system.

    3. (Optional) Specify the ID of the campaign, booking, or creative in the Campaign/Booking/Creative !number only! field.
    4. (Optional) Choose a priority by selecting Low, Normal, High, or Urgent from the Priority dropdown. Please use the priority dropdown with care and only select High and Urgent in appropriate situations.
    5. (Optional) Add or drop files, such as screenshots, in the Attachments field. 
  5. Click the Submit button to submit your request. Your request becomes a ticket and an email will be sent to you that confirms your support request. The confirmation contains:
    • Your request.
    • A ticket number that has been assigned for this request.
    • A URL that redirects you to your request on our Support portal.
  6. You will receive a notification by email when your ticket is updated or solved.

Adhese support by email

Send an email to our team of Support Engineers at support@adhese.com. Your request automatically becomes a ticket in the support portal and the Support team receives an instant notification about it. 

Please follow these guidelines when making a Support request by email:

  1. Choose a brief and comprehensive subject line.
  2. Add the ID and name of the campaign, booking or creative into the body of your mail.
  3. Add a short but clear description of your request.

    The description should contain the actions that you or your coworkers have already taken to check if the issue is not a result of your infrastructure, coding, or modifications that have recently been made in your system.

  4. Attach relevant screenshots.
  5. Send your email. Your request becomes a ticket and an email will be sent to you that confirms your support request. The confirmation contains:
    • Your request.
    • A ticket number that has been assigned for this request.
    • A URL that redirects you to your request on our Support portal.
  6. You will receive a notification by email when your ticket is updated or solved.

You can assign other people from your company in the CC field when sending a mail. If the Support ticketing system recognizes the email address (i.e. if the person has an Adhese support account), he or she will also receive all further communication regarding the request.

Modify your account information

To edit your name, avatar, phone number and/or email address:

  1. Log into the Adhese Support portal. This opens the Adhese Support screen.
  2. In the Adhese Support screen, click your profile name in the upper right corner. 
  3. In the drop-down menu, click Edit my profile and edit the details you wish to change. 

To change your password:

  1. Log into the Adhese Support portal. This opens the Adhese Support screen.
  2. In the Adhese Support screen, click your profile name in the upper right corner.
  3. In the drop-down menu, click Change password
  4. Enter your current password in the Current password field.
  5. Enter the new password you wish to use in the New password field.
  6. Click the Change password button to save your new password.

Monitor your requests

The Support portal of Adhese enables you to easily keep track of your requests. 

  1. Log into our Support portal.
  2. Click your name in the upper right corner of the Adhese Support screen.
  3. From the expanding list, click My activities. This opens the My activities screen. 
    My activities screen - Click for a larger view
    The My activities screen gives an overview of the requests you and your coworkers have submitted. The overview can be filtered by the following request statuses: Any, Open, Awaiting your reply, and Solved. In addition, it is possible to search through all requests by means of the Search requests search bar that is located above the request overview.
  4. To check the progress or status of a request, click a request from the My requests list. This opens the conversation between the requester and Support. The right column summarizes details about the request such as the submitter of the request, the priority, and uploaded attachments. 

Request statuses

A request or support ticket can have one of the following statuses: 

  • Open: An open request has not been solved yet, but Support is working on the request. 
  • Awaiting your reply: A request that is awaiting your reply is pending. This means that Support has asked the requester additional information or a question, and is waiting for the requester to respond. The request will be on hold until the requester responds to Support.
  • Solved: A solved request is closed. It is possible to reopen a solved request by adding a comment. The status will change to open. However, a request or ticket that is closed cannot be reopened by adding a comment. If you want to reply to a closed request create a follow-up request by clicking the Create a follow-up link at the bottom of the closed request. 
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