Submit a ticket for Support

  • Updated
  • Optimizely Feature Experimentation
  • Optimizely Full Stack (Legacy)
  • Optimizely Web Experimentation
  • Optimizely Personalization
  • Optimizely Performance Edge

You can file a ticket in the following ways:

  • In the Optimizely app, click Help > Create a ticket. See the From the app section.
  • In the user guide (this documentation), click Submit a request. You can select Experimentation Support or Documentation Support.
  • Send an email to support@optimizely.com.

From the Optimizely Experimentation app

  1. Click the Help icon. Accounts-17.png
  2. Click Create a Ticket.Accounts-18.png
When filing a Support ticket, provide your Project, Experiment, or Campaign IDs. Here is where to find the IDs.

Optimizely Experimentation offers multiple support plans.

What can Support help me with?

Optimizely's Support team can help you with any questions related to Optimizely Experimentation products. This includes the following:

  • Guidance on experiment or campaign configuration.
  • Debugging or troubleshooting experiments or campaigns that behave unexpectedly.
  • Resolving bugs or outages.
  • Discussing Optimizely Experimentation technical documentation.

The Optimizely Support team cannot provide ongoing development resources for customers, including requests like the following:

  • Write, review, or debug customer code (includes custom integrations).
  • Configure experiments for you.
  • Act as a QA team to review a test for you.
  • Generate hypotheses or ideate on your behalf.
  • Export Optimizely Experimentation event data on your behalf.

If you are looking for continuous development support, see Optimizely Certified Solutions Partners. They can help with writing custom code, testing, experiment configuration, optimization strategy principles, and so on. Optimizely can help you find the right partner for your needs.

You can also use Optimizely Opal to help ideate and generate test plans, summarize your results, and more. See Optimizely Opal overview and Optimizely Opal Chat for Experimentation.

How can I expedite a resolution?

Include the following in your support ticket to help Optimizely's team provide a timely and effective resolution:

  • A comprehensive description of the issue.
  • A description of the business impact in detail.
  • An experiment or project ID. See Locate IDs for use with the Experimentation APIs for help finding these IDs.
  • Diagnostic details to help expedite analysis and identification of critical errors (screenshots, or steps to reproduce).

You can also do any of the following to ensure optimal resolution times:

  • Reply timely to Support updates.
  • Request screen sharing sessions (web conferences) as appropriate. 
  • Monitor changes in ticket status and severity.
  • Communicate changes in severity.
  • Escalate concerns for critical issues.

View existing tickets

You do not need to create an account or log in to Zendesk (support.optimizely.com) to create Support ticket requests, but you must log in to view the tickets.

From the Optimizely app,

  1. Click Help.
  2. Click View tickets.

    Accounts-19.png

  3. Select a ticket.

    My_requests.png

Cannot log into the Optimizely Help Center?

If you have emailed Optimizely before, you need to reset your password for Zendesk.

Zendesk and Optimizely Experimentation do not share logins. You may need to create an account in Optimizely's Zendesk Help Center if you have never contacted Optimizely before.