Tickets is a tool that allows you to communicate with your publishers as well as to invite them to work with a campaign. Publishers can also use the same tool to reach you and ask some questions.
Ticket is a chat, where you can send messages, attach files, and send emojis. In a ticket, there is a bot that points main actions happened in the ticket: sending invitation for a campaign, applying to a campaign (from a publisher), approving an application by you, etc.
Tickets have different statuses indicated whether your or publisher's matter is closed or not.
Tickets on Reach
Tickets are located here: Tickets.
where:
Active: tickets in all statuses, except Closed. You can write a new message in a ticket.
Unread: tickets in the New status: all that you haven't opened and haven't replied yet.
Closed: tickets, where a matter is solved. You can't write a new message in a ticket.
All: all tickets in all statuses.
A tickets list:
ID: a unique ticket ID.
Type: a ticket topic.
Status: a ticket status.
From/To: a sender and an addressee.
Created on: date and time of the first message.
Last update: date and time of the last message.
Related campaign: a campaign, which the ticket topic is related to. You or your publisher can select a campaign when creating a ticket.
Last message preview: text of the last message, including a bot's response.
Menu: the options depend on a ticket status.
View: you can view the ticket (a ticket chat).
Approve: you can approve a publisher's application for a campaign and let him send traffic to it.
Close: you can close the ticket.
Reject & Close: you can reject a publisher's application for a campaign and close the ticket immediately.
Block the publisher: you can block a publisher. He won't be able to apply for a new campaign, get a tracking link for an active campaign, and send clicks to a campaign he is working with currently. The option is available only if you've already clicked Reject & Close.
Ticket chat
By clicking the ticket in the ticket list, you can get to the ticket chat.
In the left pane, you can:
Website: go to the publisher company's website.
Profile: go to a publisher's profile on Reach.
Preview: go to a campaign page if a ticket is related to some campaign.
In the right pane, you can:
See the chat history.
Send a new message.
There is a non-customized Reach bot, which states the main actions happened in the ticket:
Creating a ticket
Closing a ticket
Applicating for a campaign
Inviting to a campaign
Approving the application
Accepting the invitation
Rejecting the application
Rejecting the invitation
What to do next
Please contact Affise Customer Support team regarding all raised questions via the e-mail: [email protected].