How to contact support for help with incentives

Applies to: Partner

Summary


This article contains instructions on how to create a support ticket in Partner Center. For Retail, WW Learning, CSA, or CHIP related programs, please use the support path outlined in the Additional Programs section of this article.

More Information


Login to the Partner Center Dashboard

You can access Support from 3 locations in the dashboard:

  • Incentives Home Page Card
  • Support link in the top navigation
  • A new Support option in the left navigation under Incentives

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Once you have clicked one of the support options, you will be redirected to the Help and support page. 

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Important: if you encounter an error message as shown below, you do not have the correct permissions to access the incentives Help and Support page. Only incentives users and admins have access to submit an incentives support ticket. Please see the Related Articles section of this article for more information on how to check your permissions and who to contact within your organization for incentive roles.

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Type ‘incentives’ in the keywords field which will show you a list of pre-selected topics by program to choose from. 

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Select one of the pre-selected topics or select Browse topics to select the category and topic manually. 

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Next, click Review solutions which will populate a list of self-help articles.

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If you are not able to find the solution from the list or articles, click Provide issue details to submit a support ticket.

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Complete the required fields and upload any documentation necessary to support your query.

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Once you have completed all required field, click Submit.

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The resulting page will indicate that your ticket has been created and you will be provided with a ticket number for reference.

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To view open or closed support tickets, click on Support under Incentives from the navigation bar.

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Additional Programs


Enterprise:
North America: Click Here
Europe, Middle East, and Africa:
Click Here
Asia Pacific:
Click Here
Latin America:
Click Here
Commercial Distributor:
North America: Click Here
Europe, Middle East, and Africa:
Click Here
Asia Pacific:
Click Here
Latin America:
Click Here
SAM:
North America: Click Here
Europe, Middle East, and Africa:
Click Here
Asia Pacific:
Click Here
Latin America:
Click Here
SPLAR:
North America: Click Here
Europe, Middle East, and Africa:
Click Here
Asia Pacific:
Click Here
Latin America:
Click Here
CSA:
All regions: Click Here
WWLearning:
All regions: Click Here
Retail:
Please contact your Account Manager.
CoMETT:
All regions: Click Here

 

Contacting Support Team


When contacting Incentives support team, please provide:

1. Partner Name

2. Name of Program question is related to

3. Partner MPN, and/or other ID’s used (per program)

4. Customer Name

5. Volume Licensing Agreement Number and or Subscription ID/number 

6. Opportunity ID (per program if available)

7. Screenshot of Error Message received - when applicable

8. Detailed description of the question/issue 

9. Any other applicable documents (attachments)