Read this before getting started!

In order to process all the website requests, we've set up a support portal that will allow the platform managers to better keep track of their work while also making it as seamless and frictionless as possible to contact them.

So how does it work?

First and foremost: Consult the suggested Owned Media articles, they can be of great help preparing your request and limiting the number of exchanges needed. We've developped step by step guides so anyone can file a request to add a new product to a website, a new recipe etc. This is really helpful for new colleagues, agencies and trainees.

Next to that we've also developped a digital website styleguide that will cover how to make the most out of using your website and launching campaigns. It walks you through all the templates and current functionalities. This way, your local creative or marketing team can easily mock up a page, which we can then build. You can access the guide here. (a login to Bynder is required)

When you fill in the form your request will be registered in our system. (It takes as much time as sending an email!) The request will then be assigned to a member of the experience team. You will continue to receive updates via email when progress is made and will be asked to validate the end results before we close the ticket.

To create a ticket use the 'TICKET' button on the bottom right corner.

Explanation of the ticket form fields:

  1. Your name and e-mail address: Obviously we need your credentials to be able to stay in touch.

  2. Subject: Give a brief description of the request.

  3. Type: There are 5 different types of requests.

    1. Change request: This can range from editing a typo to adding a new product to the catalog.

    2. New feature: As the title says, if some functionality is required but does not exist yet for your website. These requests usually get passed on to our website agency and can take longer to resolve.

    3. Campaign: Launching a big campaign? Want to set up landing pages, forms, adapt your website accordingly? We will provide all the support you need.

    4. Issue: Found a bug? That's never good, please tell us and we will sort it out.

    5. Insights/Analytics: Got a question on data? Need some help understanding trends/metrics/reports, we can help.

    6. General question: We're here to help.

    7. UX/UI: Issues? Ideas? Improvements? We welcome all input.

  4. Priority: This relates to the due date of your request and helps us prioritize our work.

    1. Low: Request needs to be resolved but is not time sensitive.

    2. Medium: Request needs to be resolved by the given due date.

    3. High: Request needs to be resolved within 48h. Please keep in mind that certain requests require longer lead times.

    4. Urgent: Only use in case of critical issues: website not available, possible legal implications, ...

  5. Platform: Which website or platform does your request concern?

  6. Market: In case it involves multiple markets, let us know in the description. (but there is no need to create multiple tickets if you are responsible for multiple markets and the request applies to more than 1 of these)

  7. Due date: By when would you need the request to be resolved?

  8. Description: Please be as complete as possible. When reporting bugs for example, do share browser + version + operating system.

  9. Attachments: You can add more detailed briefs here or screenshots.

Last updated: 01/2023

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