We from the MoEngage Support team are happy to help you out. Therefore, it's imminent we prioritize the support tickets based on the actual type and thereby assign priority and the pricing plans our customers are on.
Here are some tips for you to help you solve your issues quickly, even before raising a support ticket:
1. We have a plethora of help center articles to help you understand the product and our articles contain answers to the most common queries asked by our customers.
Click here and search for the topic that interests you and also refer to FAQs at the left bottom of our help center menu.
2. If you do have specific product queries, use cases, or 'How to' queries, and if you have a 'Customer Success Manager'(CSM) for your account, please directly email your CSM.
Our support team always prioritizes core technical issues over product queries that may be already addressed in our help center documentation. Therefore it's advisable you email your CSMs or refer to the next source mentioned in point 3 for getting acquainted with our product and not raise a ticket for the same.
Category of types of Issue and Priority Assigned
|Category-Sub Category||Type of Issue||Priority|
|Push/SMS/Facebook Audience/Connectors||Not able to publish campaign||Urgent|
|Sent Count is 0||Urgent|
|Campaign Stats Discrepancy||Normal|
|Not rendering as expected||Normal|
|Not able to publish campaign||Urgent|
|Campaign Stats or open rate low than expected||Normal|
|Emails landing in Spam||High|
|Emails not Rendering as expected||Normal|
|DPM/Jinja queries||The sent count is 0 due to personalization Failure||Urgent|
Product feeds failing
|Personalization errors more than usual||Normal|
|Jinja-related issues or queries to set up use cases||Normal|
|Inapp||Not able to publish Campaign||Urgent|
|Zero Impressions or CTR||High|
|In-app not rendering as expected||Normal|
|OSM||Not able to publish campaigns||Urgent|
|OSM banners are broken or not appearing as expected||Normal|
|OSM campaign performance dropped than usual||High|
|Web-Push||Not able to publish campaign||Urgent|
|Web push Impression drop||High|
|Multiple or no Web push notification||Normal|
|Integrations (Android, IOS, Web SDK, and partner integrations)||Android or IOS platform crash issue||Urgent|
|Integration or Implementation help||Normal|
|Uninstall/Install/Update calls not working as expected||High|
|Events or Attributes not being passed post-integration||High|
|Segmentation||Segmentation queries failing||Urgent|
|Import Users or custom segment uploads not working||High|
|Data discrepancy in Segmentation count||Normal|
|Analytics||All analytics dashboards not loading||Urgent|
|A discrepancy in data compared to other modules of MoEngage||Normal|
|Data population in Analytics not happening as expected||High|
|Reports,S3,Streams,Big Query||No reports are being generated||High|
|Help in Big Query and set up of S3 or Streams||Normal|
|Custom data fetch requests||Low|
|Settings||Configuration problems or errors||High|
Response time based on priority
Please note our support team operates Monday to Friday, 24X5 across all priority of issues as mentioned above.
We provide 24X7 support only for issues under the Urgent category.
|Priority||Initial Response time|
|Urgent||within 1 hour|
|High||within 3 hours|
|Normal||within 5 hours|
|Low||within 1 business day|