Enhancing the contact support experience in Amazon DSP
August 16, 2022
What launched?
We enhanced the contact support experience by upgrading the Contact Us page in the Amazon DSP console. Here are the changes:
- You can specify your topic and include additional information relevant to your issue, which will allow us to resolve your case faster.
- Enabled adding attachments to email support cases; up to 6 files, max file size 5MB.
- Launched real-time phone support with an Amazon Ads support specialist; only available with English support in US, BR, CA, MX.
We also launched Case Log, a new tool to manage all of your previous and ongoing advertising support cases. You can view the case status, case history, and send replies for your support cases all from this tool. You can find the link to Case Log in the Help Center.
Amazon DSP contact us page
Amazon DSP Case Log
Why is it important?
With this new Contact Us experience, we now offer live support via phone, and the ability to add attachments and specific information at time of case creation, increasing speed of issue resolution for Amazon DSP users.
With Case Log, Amazon DSP users can now manage all their communication with advertiser support teams from one centralized location, including the ability to reply from within the support case itself.
Where is the feature available?
- North America: United States, Canada, Mexico
- South America: Brazil
- Europe: Germany, Spain, France, Italy, Netherlands, United Kingdom, Sweden
- Middle East: Saudi Arabia, United Arab Emirates
- Asia Pacific: Australia, Japan
Who can use it?
- All Amazon DSP users
Where do I access it?
- Amazon DSP users can access Contact Us from the link at the bottom of the Amazon DSP console.
- Amazon DSP users can access Case Log from the Help Center, and from the signature of support emails you receive from us.
You spoke, we listened
This launch or feature update is as a result of advertiser driven feedback