The Tickets section provides a communication channel between you and your affiliates. It connects the admin panel and the affiliate panel. An affiliate can ask a question by submitting a ticket in the affiliate panel via the Support section or when requesting access to the offer or Smartlink connection.
Ticket list
To find the ticket list, go to Affiliates > Review tickets.
You can filter your tickets by affiliates, status, question type, and affiliate manager.
In the table, you can view the following information:
ID: ticket ID.
Affiliate: ID and name of the affiliate who sent the ticket.
Title: ticket title.
Question Type: type of affiliate request.
General question: for questions of a general nature. For example, your affiliate wants to know how to see some statistics.
Financial question: for questions of a financial nature. For example, your affiliate has a question regarding payouts.
Technical question: for questions of a technical nature. For example, your affiliate can't get a postback.
Payment request: system generates the tickets of this type automatically when your affiliate sends the payment request.
Offer request: system generates the tickets of this type automatically when your affiliate sends the offer connection request.
Smartlink request: system generates the tickets of this type automatically when your affiliate sends the smartlink connection request.
Status:
Opened: the ticket is new and not closed by you.
Closed: you closed the ticket.
Manager: ID and name of an affiliate manager.
Tags: you can see tags assigned to your affiliate.
Q&A:
blue: number of messages from the admin panel user.
gray: number of messages from your affiliate.
Created: date of ticket creation.
Updated: date of a ticket update.
Actions: you can view, edit, generate the invoice, close, or delete the ticket.
When you open the ticket, you see the following:
Affiliate: click the affiliate name to open the affiliate edit page.
Offer/SmartLink: click the offer/smartlink name to open the edit page.
Question type: view the question type.
Ticket status: select the status of the ticket.
Subject: enter ticket subject.
Description: enter ticket description.
Connecting offer: enable/disable.
🔎 You need permission to connect or disconnect an offer from the Ticket edit page.
Attachment: attach files.
Ticket details: view the balance and the date when the ticket was created and updated.
Write a reply: write a comment to answer a ticket or select a ready answer template. Attach files to your reply if needed.
You can manage your tickets in bulk with the help of a control panel.
where:
Activate: you can approve offer or smartlink connection requests specified in the tickets selected from the list.
Close: you can close all the selected tickets automatically (no need to view them or to reply).
Reject: you can reject offer or smartlink connection requests specified in the tickets selected from the list. Also, you can disable affiliates from the offers in selected tickets if they were manually enabled in the admin panel.
Delete: you can delete all the selected tickets completely.
Ticket templates
To create and manage quick replies to the tickets, go to Settings > Affiliates > Templates.
These replies can be further chosen in your tickets.
Tickets via API
It is possible to manage your tickets via API.
You can get the information about a certain ticket:
GET /3.0/admin/ticket/{id}
You can get a list of tickets for connection to offers:
GET /3.0/admin/tickets
You can approve or reject a ticket for connecting an affiliate to an offer:
POST /3.0/admin/ticket/{ID}/offer
You can approve or reject a ticket for connecting an affiliate to a smartlink:
POST /3.0/admin/ticket/{ID}/smartlink
What to do next
Please contact the Affise Customer Support team regarding all raised questions via the e-mail: [email protected].