In the continuous effort to provide the highest quality of support to its partners, Marfeel enables publishers to escalate their support requests as urgent.

This feature ensures that requests the partner identifies as critical are prioritized by the Marfeel Support team so they can be swiftly investigated and resolved. To activate this feature and escalate a request as urgent, there is a quick two-step process in place.

Process to escalate support requests

  1. When a partner sends an email to communicating a support request or issue, a ticket is created in Marfeel's ticketing system and an automatic reply is sent to the publisher that confirms receipt of the request. 
  2. Click the link in the automatic email to escalate the request as urgent.

  3. The partner is redirected to a page confirming that their support ticket has been escalated and will be prioritized by the Marfeel team.