It's frustrating when you're stuck, and you just want a quick fix, right? We've all been there! While Supermetrics is designed to make your reporting life easier, sometimes you hit a snag. When that happens, getting prompt and effective support is key. 

This article will help you master Supermetrics support, so you know exactly how to get the help you need, whether it's a quick question or a deeper technical dive. We'll highlight the best ways to reach us and what information to provide to get you back on track ASAP!
 

Your Go-To for Help: The Supermetrics Hub & Community! 

When you need assistance, the Supermetrics Support and our Community are your best friends. Think of them as your personalised support headquarters and a vibrant forum for shared knowledge!

Submitting a Support Ticket 

The most effective way to get detailed help, especially for technical issues, is by creating a support ticket directly from the Supermetrics Hub.

Why the Hub is best for tickets: When you submit a ticket through the Hub, we automatically get essential info about the products and data sources you're using. This is like giving our support team a head start, helping them diagnose and solve your problem much faster. We aim to respond to your ticket within 24 hours on weekdays.

Chatting Your Way to Solutions

Got a quick question or need immediate guidance? Our chat support is a fantastic option, available directly on the Hub and our website during weekday office hours (Monday to Friday).

When to Use Chat 

Chat is perfect for:

• Getting started with Supermetrics products.

• General usage questions.

• Pricing inquiries and product selection advice.

• Account and subscription management.

• Data source authentication issues.

• Simple technical questions.

Pro-tip for chat: Our clever chatbot can often answer common questions instantly! If its suggestions don't hit the mark, just click "Get more help" to connect with a live support agent.

Chat Best Practices for Speedy Help

• Be detailed, but concise: Include as much information as possible in your initial message, like the full error message text. The more context you provide upfront, the quicker we can help.

• Text first: Please use only text in your initial message. If screenshots are needed, we'll ask for them!

• Consider the complexity: For highly technical issues, especially those involving data discrepancies, data warehousing, or in-depth investigations, a support ticket is generally more suitable. Our chat team can always create a ticket for you if your issue requires a deeper dive.

Unlock Answers with Our Community's Federated Search

Did you know our Supermetrics Community is packed with helpful articles, discussions, and insights from fellow users and our experts? It's a goldmine of information, and our federated search functionality makes it incredibly easy to navigate.

What is Federated Search? It's like a superpower for finding answers! Our search doesn't just look through community posts; it pulls relevant results from all our support articles, systems, and even our website. This means when you type a question into the search bar, you're getting comprehensive results from across all our resources.

How it helps you:

• Find existing answers quickly: Chances are, someone else has had a similar question or faced a similar challenge. Our federated search helps you tap into that collective knowledge instantly.

• Discover best practices: Learn how other Supermetrics users are optimizing their workflows and solving common data problems.

• Get help and give help: Not only can you find solutions, but you can also contribute your own expertise by answering questions and sharing your insights. It's a fantastic way to both learn and teach!

Before you submit a ticket or jump into chat for a question, it's always a great idea to search our Community first. You might find the perfect solution already waiting for you!
 

 Important note for Community posts:

While sharing details helps, please avoid sharing any sensitive or private information (like personal account details, API keys, or full error logs with identifiable data) directly in public Community discussions. If an issue requires sharing such details, our private support ticket system is the secure channel for that.

What We Can (and Can't) Help With

We're here for all things Supermetrics! Here's a quick rundown of what's in our wheelhouse and what falls outside our scope:

We're Experts In:

• Account, subscription, and billing issues.

• Connection problems and error messages.

• Data discrepancies: If your Supermetrics report data doesn't match the source.

What's Outside Our Scope:

• Third-party account setup: We can't help you create a Facebook Ads account or use Meta's Ad Manager. For these, please contact the third-party provider directly.

• Native reporting tool features: Questions about Google Sheets functions or Looker Studio calculated fields are best directed to those platforms' support.

• Complex workflow/tool setup: Things like building elaborate dashboards or reports are generally outside our support scope. If you need this kind of hands-on help, our external partners are happy to assist! Reach out to our sales team to learn more.

Give Us the Scoop: Info for Faster Resolution

The more information you share, the quicker we can resolve your issue. Think of yourself as a detective providing clues!

The Essential Details:

• Screenshots of missing or wrong data: If data isn't adding up, send us a screenshot of the correct data directly from the data source itself, making sure to include the date range. For example, if Facebook Ads impressions are off, show us a screenshot from Facebook Ads Manager.

  • For data warehouses: Provide full-screen screenshots of one-day data from both your data destination and the native data source, showing the discrepancy. Also, include the transfer resource name (for BigQuery) or transfer name (for other data warehouse products).

• Full error message details: Don't just tell us there's an error – show us! A full-screen screenshot of the error message is gold. Tell us what you were doing right before the error popped up (e.g., clicking a button, editing a query). This helps us reproduce the issue.

• Connection/authentication issues: If you're stuck here, share your team ID or the email address you use with Supermetrics. You can find your team ID on the "Team" page in the Supermetrics Hub.

Final Thoughts: We're Here to Help!

Our global support teams in Helsinki, Dublin, Atlanta, and Singapore are ready to assist you 24/5 during weekdays. By following these tips, and leveraging the power of our Community's federated search, you'll be well on your way to mastering Supermetrics support and getting your data flowing smoothly again in no time!

Still have questions about how to get the best support? Don't hesitate to reach out via the Supermetrics Hub or chat, or dive into the wealth of knowledge in our Community!