The Tickets section is a means of communication between your affiliates and you. It's a connector between the Admin panel and 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
In the Ticket list, there is the list itself, the control panel, and the filters you can apply to the tickets.
Each ticket on the list contains the following information:
Ticket ID
Affiliate: ID and name of an affiliate who sent a ticket.
Tags: you can see tags assigned to your affiliate if any.
Manager: ID and name of an Affiliate manager.
Title: a ticket title.
Status: opened or closed.
Opened: the ticket is new and not closed by you.
Closed: you closed the ticket.
Type: a type of an 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.
Offer request: the system generates the tickets of this type automatically when your affiliate sends the offer connection request.
Smartlink request: the system generates the tickets of this type automatically when your affiliate sends the smartlink connection request.
Date: date of ticket creation.
Updated at: date of a ticket update.
Questions and answers:
green: number of messages from the Admin panel user.
yellow: number of messages from your affiliate.
Actions: you can activate, reject, edit, or remove a ticket.
When you open a ticket, you see the following:
You can click an affiliate name and get to the affiliate edit page.
You can click Statistics and get to the Daily statistics with the
applied filter on this particular affiliate.
You can change the question type, ticket subject, and description.
You can write a comment to answer a ticket or select a ready answer template. Also, you can create a template by clicking New template.
You can attach files to your reply.
You can select the Close ticket checkbox, and when you click Add comment, the system adds your reply to the ticket, and it becomes closed.
You can manage your tickets in bulk with the help of a control panel.
where:
Add: you can create a new ticket.
Activate selected: you can approve offer or smartlink connection requests specified in the tickets selected from the list.
Close selected: you can close all the selected tickets automatically (no need to view them or to reply).
Reject selected: 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.
Remove selected: you can remove all the selected tickets completely.
You can filter your tickets by ticket ID, status, type, affiliate ID, Affiliate manager ID, and pagination.
Ticket templates
On the Templates tab, you can create and manage quick replies to the tickets.
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].