Who this is for. Everyone. See Roles and Access Reference.
Auditoria supports you across implementation, configuration and ongoing use. Reach the Support team through the portal or by email, and your Customer Success representative for ongoing engagement and advice.
Contact Support once you have worked through the troubleshooting guidance, or straight away if you know a data field is missing. Some problems need tenant-level access to diagnose, and adding a data field always does. Including the right detail in your first message usually saves a full round trip.
Reach Support
Table 1. Support channels
Channel |
Use it for |
Note |
|---|---|---|
Support portal |
Submitting and monitoring tickets, viewing status updates, and messaging the Support team. |
Register for an account to see your ticket information. |
Support email |
Questions, or opening a support request by email. |
Write to |
Customer Success |
Ongoing engagement, adoption and advice. |
Where you have an assigned representative. |
Before you raise a ticket
Most SmartResearch reports turn out to be scope rather than defect. Two minutes of checking usually resolves them, and where it does not, the checks themselves are useful evidence for the ticket.
Confirm the SmartFlow Instance in the header is the one you meant.
Open User Preferences and check your default entities and time range.
Re-ask the question in a New Chat, so no earlier context is inherited.
Read the reasoning trace for a failed step with no successful retry.
If a metric is involved, check its validation status in Metrics Studio.
What to include when you report an issue
Include the following so Support can reproduce and diagnose the problem without a round trip.
The exact question you asked, copied rather than paraphrased
The instance selected in the header
What you expected, and what you received
The metric involved and its validation status
The reporting window stated in the answer
Your entity scope and time range from User Preferences
The role you were acting as
Entity scope and time range explain most differences between two people’s answers, and Support cannot see your settings unless you provide them. Sending them in the first message is the single biggest thing you can do to speed up a ticket.
Request an additional data field
When SmartResearch cannot answer a question because the underlying field is not connected, that is a request rather than a defect. Raise it through Support and include:
The field name and the system it lives in
The questions you want to answer with it
Any metric you expect it to feed
How often you would use it, and who else needs it
The last point matters more than teams expect. It is what lets Support prioritize one request against another. For what is currently reachable, see What Data SmartResearch Can Reach.