Working with Iterable Support

This article describes how to work with Iterable's virtual support agent and how to get in contact with the team.

# In this article

# Mission statement

Iterable's Support team strives to set a new standard for SaaS support by creatively resolving problems through collaboration, fostering trust, and empathetically creating joyful experiences for all of Iterable's clients.

# Iterable's virtual support agent

Have a question? You can get fast answers from our virtual support agent (available to Standard support plan members). Here are a few tips and tricks for getting the most out of the virtual support agent:

Reference content IDs instead of links

Right now, our virtual support agent can't understand links. To ask the virtual agent a question about a specific campaign or journey, please include the campaign/journey ID.

Type concise but complete phrases

The virtual support agent understands brief, complete questions. For instance, to ask how to change the color of a button in a template, type something like, “How do I update my button’s color?”.

Do ask ✅	Don't ask ❌
How do I create a new project?	New project
How can I use Segmentation to query for users that opened an email?	Segmenting users
How are API rate limits applied?	API rate limits
How do I add a new org member to my project?	org member

# Submitting feedback

We’re working hard to make sure our virtual support agent is helpful, so we appreciate your feedback!

If the virtual support agent was able to resolve your issue, click the 👍 button to let us know!

You can also share feedback by replying directly to the virtual support agent. Just say, "That helped" or "Thank you!"

# Getting more help

To access live chat support, contact your Customer Success Manager to discuss the details of your support plan.

If you are experiencing an urgent issue that the virtual assistant can't help with, reach out to our Support team. Just ask the virtual support agent to create an email support ticket for you.

The virtual assistant will ask you to provide some details of your query before a support ticket is submitted on your behalf (including the query's priority level).

Priority Level	Urgency
P1	Urgent
P2	High
P3	Normal/Low

# Support ticket priority definitions

To help you determine the priority of your issue, check out these examples.

# P1 - Outage

Consider using P1 in these scenarios:

• All campaigns are failing to send.

• The progress bar in the web UI is showing no sends or stuck at the same percentage after some time.

• Users are not entering into journeys or progressing through them. This might mean that users you expect to be in delay tiles are not there, users are not receiving campaign sends, users are not being added to lists, or users are stuck in tiles that they should already have passed.

• API and/or metadata endpoints are returning unusually high rates of 5XX errors from Iterable, indicating a server error. Subsequent retries show no improvement.

• Catalog CSV file uploads are not populating catalog items in the web UI.

• The platform is not accessible via the web UI, or pages are rendering blank.

# P2 - Limited functionality

Consider using P2 in these scenarios:

• Time-sensitive campaigns are stuck, or sending slowly, and the progress bar shows very little progress or no progress at all for some time.

• Campaign deep links rewritten by Iterable are returning a 504 gateway timeout error. These links should redirect to your URL, but are returning an error.

• The web UI is indicating an unusually high rate of data feed errors related to campaigns, resulting in send skips or users dropping out of a journey tile.

• Data is not updating on the web UI via CSV file or using Iterable’s APIs. This might means user lists are not created, user profiles are not updated with new data fields, triggered campaigns fail to send, or custom events are not logged against the user’s profile.

• Deliverability issue where campaign(s) have unusually high bounce rates. In particular, in relation to a specific target domain.

# P3 - Informational

Consider using P3 in these scenarios:

• You have a question related to using Handlebars. For example, "How do I structure syntax correctly?"

• There is an error in the web UI when performing an action, such as waiting on a list to fetch users but receiving the error Unable to fetch users.

• A potential bug has been discovered—the user is able to reproduce erroneous behavior with established steps. For example, unique metrics reporting a higher number than the equivalent total metric.

• Campaign or journey metrics are not clear to the user.

• In Studio, you have a question about the correct way to structure a user journey.