Submitting Feedback and Reporting Errors

Submitting feedback and reporting errors is a straightforward process that empowers you to play a role in the continuous improvement of Katalys Marketing. We appreciate your input and look forward to collaborating with you to enhance the platform's functionality and performance.

Review the steps below to learn how to submit feedback and report errors through the platform.

How to Contact Support for Technical Issues

If you come across any issues while using the platform, whether it's a glitch, a feature not operating correctly, or a missing landing page, you can easily reach out to our product team.

1. Click the Question Mark icon at the top right of the page (available on any page) and select the Contact Support option:

   

2. Create a New Ticket, using Create New Ticket button above the table:

   

3. Enter the details about the issue in the form that appears in a right tray:

   1. Choose Support Type: Product Support - Tech (set by default)

   2. Add a Ticket Title. For example, if you're missing a landing page for a specific brand, use a title like Missing Landing Page - [Brand Name].

   3. Add details in the description. Such as the offer, the specific landing page that's missing, and any other relevant information.

   4. Attach a screenshot or file. If you have a screenshot illustrating the problem, please attach it to the ticket.

   

4. Click Save button to submit the ticket. You will be redirected to the chat window of your ticket. All the status changes and replies will be reflected there:

   

You can find all your tickets anytime in the Support page (click the Question Mark icon at the top right of the page (available on any page) and select the Contact Support option to get there):

Note: Your account manager can also address missing landing pages. However, using the support ticket system ensures a streamlined process.

How to Provide Critical Feedback

Whether you've encountered a specific problem or have an idea for a new feature, your feedback is crucial. Follow these steps to submit critical feedback:

1. Click the Question Mark icon at the top right of the page and select the Give Feedback option:

   

2. Enter your feedback in the form that appears in a right tray:

   1. Select the feedback type: Report a problem or Suggest a feature

   2. Provide details: Describe what you expected, what happened instead, add any other details or references that would be useful to the product team.

   3. Upload a screenshot if necessary.

      

Note: a screenshot will be automatically generated from the page that you clicked the Give Feedback button. You can also upload additional screenshots.

3. Submit your feedback: once you've completed the form, review your input, and click the Send button. Your feedback will be directed to our product team for review.

How to Contact your Account Manager for Support

If you need the support of your Account Manager, you can submit a ticket via Contact Support interface:

1. Click the Question Mark icon at the top right of the page and select the Contact Support option:

   

2. Create a New Ticket, using Create New Ticket button:

   

3. Enter the details about the issue in a dialogue box that appears:

   1. Choose Support Type: Product Support - Account (the request will be addressed to your Account Manager)

   2. Add a Ticket Title. For example, if you need an access to the API, use a title like API Access Required - [Profile Name].

   3. Add details in the description. Such as details of your request and any other relevant information.

   4. Attach a screenshot or file, if needed.

   

4. Click Save button to submit the ticket. Your Account Manager will contact you shortly.