How to Submit a Ticket?

How to submit a ticket

1. Sign in to the support portal by clicking the Sign in link above. If you have an account for the support portal, you can use this to sign in. If not, click the Continue with Gen3 SSO button and you will then be able to sign in using your Gen3 Marketing email address and password.
2. Click the Submit a request link found at the top of this page.
3. Select the department that is relevant to your task or issue then fill in the rest of the form clearly describing the task or issue to the best of your knowledge. Once you have filled in the ticket form, click the Submit button.
4. After you have submitted the ticket and the ticket has been assigned to an agent, you will receive an email update. Please note, you may be contacted by an agent to get further information regarding the ticket.
5. If the agent has confirmed that everything is done and you are satisfied, you do not need to reply to the confirmation email.
6. Once the ticket has been marked as solved, you will receive a survey by email. Please ensure you rate the service you received to help us improve our service offering.

For IT help, you can also submit a ticket via the following email address: it_support@gen3marketing.com.

Once you submit a ticket, we endeavour to solve your issue or request as soon as possible. Where this is not possible, we will endeavour to solve the ticket in line with our support policy, which can be found here.

911 Tickets

• Use the 911 priority in case of urgent Creative or IT support requests only. For tickets submitted to our Creative team, please ensure you submit the ticket as soon as you get the information required for the task. For tickets submitted to our IT team, please only use the 911 tag e.g. if you are unable to access your email account via https://outlook.office.com or in the event of hardware failure involving a computer system provided to you by Gen3.
• Please only submit a 911 ticket if you are contactable by an agent. If we are unable to contact you, this will delay our ability to solve your problem or task.
• 911 tickets can only be submitted using the Gen3 Marketing Support Portal. Any tickets submitted by email will not be marked as 911.

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