I've lost my ability to submit support tickets

Bookman53

I've had access to the support ticket system since before I joined Premium in 2021. Suddenly that access has been taken away.

Can someone explain why? I can't get in via the links that were at the bottom of KB articles or even through links that were in my support emails.

My level is the same now that it was when I joined Premium after an invitation.

Thanks.

JeanPierre

We're super excited about our updates to the support help center. Many of the updates allow for custom support resources that are based on the publishers levels. We've had great success with our community help center with Access Now publishers, and we are thrilled to be able to add even more resources to the community support page which will enhance the support experience for our growing Access Now publishers.

Bookman53

JeanPierre Thank you, but can you explain why a feature that I've had uninterrupted since 2021 has been taken away? I can see not making it available to new clients in Access Now, but that is quite different from taking away a feature that has been in place and available for a long time.

Mark_P

Bookman53 Thank you for your reply. The decision to change the support options for Access Now publishers was made in order to provide a better experience for our publishers and to streamline our support processes. By focusing support on our Community platform, we can ensure that our resources are being utilized most effectively and efficiently and that we are providing the highest level of support to all of our users.

We understand that this change may be frustrating, but we hope that you can appreciate our need to prioritize and allocate our resources in a way that will benefit the majority of our users. We encourage you to continue using our Community platform for any future support needs you may have, and we will do our best to assist you here.

TKorteling

I am having the same problem Mark_P and it's ridiculous that you have taken away this feature for long term users of Ezoic. It was one of the reasons I chose Ezoic for my Ads. I can appreciate you not making this available for new users but it's extremely bad to take it away from those of us that have been with you for years.

I am having a nightmare with many of your features and with the ability to get support taken away, I think the only option is to move to a different ad network. I expect many users will feel the same way!!

Heather

TKorteling Heather here I hope you are well. Thank you for your feedback on the new support structure I can understand that it must feel very frustrating for you. Whilst I can appreciate that it feels like as a Publisher you have lost out on support by the new structure it has given Ezoic the opportunity to be able to streamline and improve our processes to improve the overall support experience that Access Now Publishers receive.

Over the past year we have been adding in additional support to Access Now Publishers through the introduction of live learning sessions and Q&A sessions through You Tube and the Ezoic Facebook page and recently introducing Twitter Chats.

We have also been putting more resources into Community to speed up the response times and streamline the process so that it makes it quicker and easier for Access Now Publishers to get the detailed support that they need.

Please do let me know the concerns that you are having with the features within your Ezoic dashboard and I can then take a look into these for you. many thanks