¶ Tech Support
In this article, you will learn how to reach out to the Pixis Support team using the Pixis Product Support portal.
Pixis Product Support portal is a helpful resource for customer success managers (CSMs). You can reach out to the Pixis Support team for assistance in using any platform's features (PAI, CAI, TAI), resolving product-related issues, receiving account access (Client’s account access), and more. You can visit Pixis Product Support portal to receive the necessary support and assistance. Mainly, you can receive support for the following:
¶ Product related queries
The section ensures you have access to dedicated support teams and services to address your concerns while using Pixis Performance Product. This section offers support for the following:
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Report an issue
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Media Studio Setup
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Product Feedback or Suggestion
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Add a Custom Conversion Metric
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AI Setup
1.) Report an Issue
If you encounter a bug or experience technical difficulties with Pixis Platform, then raise an issue here, and a dedicated support team will promptly investigate and address the problem.
2.) Media Studio Setup
When using Creative AI, you have the ability to generate ad copy for your ads. However, if you wish to modify the ad copy on the ad image or video, you will need to make a request for Media Studio Setup. This feature lets you edit the text for an ad image and video.
3.) Product Feedback or Suggestion
Share your feedback about the Pixis platform here. Your input helps us improve and tailor our product to better meet your needs.
4.) Add a Custom Conversion Metric
You can request assistance tracking a specific conversion metric for a client. All you need to do is submit a request to add a custom conversion metric, and our dedicated team will work with you to set it up within Pixis.
5.) AI Setup
Pixis has 3 AI engines for optimizing your campaigns: Performance, Targeting, and Creatives. These are respectively called PAI (Performance AI), TAI (Targeting AI), and CAI (Creative AI). If you are unfamiliar with the Pixis platform and require assistance with setup, submit a request here, and the Pixis Support team will ensure that your AI setup is optimized for maximum performance.
¶ Access & Credentials
This section helps you get access to the client's ad account. You can raise a request for the following:
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Ad Account Access Request
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User Login Credentials for Plugin/Dashboard/Admin
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Ad Account Setup
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Revoke Ad Account Request
1.) Ad Account Access Request
You can request access to a client's Ad Account for campaign optimization. Submit a request here, specifying the level of access required (view), and Pixis team will facilitate the access based on the ticket created.
2.) User Login Credentials for Plugin/Dashboard/Admin
If you need login credentials for accessing Pixis Plugin, Dashboard, or Admin panel, you can submit a service request here, and Pixis team will provide you with the necessary credentials for seamless access.
3.) Ad Account Setup
Setting up a new ad account for your campaign? Raise a ticket here, and our team will assist you in the setup process to ensure it aligns with your campaign objectives.
4.) Revoke Ad Account Access Request
Need to revoke access to a client's Ad Account? Submit a request here, and our support team will promptly revoke the access as per your requirements.
¶ Creative Feed Generator Task
Creative Feed Generator (CGF) is a feature that helps you generate creatives for catalog ads for Facebook. To set up this feature, there are a few processes that you have to follow. However, in case of any confusion or queries regarding it, you can make a request. The Support team can help you with the following tasks:
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Catalog(ue) Feed Creation on Facebook
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Creatives Creation
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Input Feed Configurations
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Projects Creation
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Templates Creation
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User Login Credentials for Plugin/Dashboard/Admin
1.) Catalog(ue) Feed Creation on Facebook
If you have generated a Creative feed output file using CFG and want to include it in the Facebook Catalog through the E-commerce Manager, kindly send a request through this link. Make sure to provide all the necessary information for the Facebook Catalog feed creation, including the input file sheet, account ID, frequency of generation, and any other relevant details.
2.) Creatives Creation
You can raise a request from here to create catalog ad creatives for the client. Submit a request, and the Pixis Design team will contact you for further information to initiate the process of crafting compelling ad creatives.
3.) Input Feed Configurations
In order to create catalog creatives, you will need the necessary information about the client’s products or services. This information can be obtained from the client. However, there is a specific format that needs to be followed when adding the sheet to CFG. If you need assistance with configuring the input sheet accurately, you can raise a ticket to get help from the support team.
4.) Projects Creation
If you need help with creating the CFG project on Pixis Platform, then you can initiate a request for the creation of a new project. The team will promptly attend to your request and assist in setting up the project environment tailored to your requirements.
5.) Templates Creation
To create catalog ads, you will need a design template that meets the client's requirements and is based on their design guide. To get this template, you need to submit a request to the design team. The design team will create a template where you can add the product details for the catalog ads.
6.) User Login Credentials for Plugin/Dashboard/Admin
To access Plugin, Dashboard, or Admin functionalities, submit a service request here. The Pixis team will provide you with the requisite login credentials for seamless navigation and utilization of Pixis tools.