Request Help
  • 26 Jan 2024
  • 4 Minutes to read
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Request Help

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Article summary

When encountering any issues with Samsung DSP, we recommend using the Support Portal to report the incident.

While it may be tempting to email your Account Manager, the Portal offers several advantages.

Why using the Support Portal?

Firstly, using the Portal provides transparency regarding the progress of your tickets.

  • You can easily track and receive real-time notifications when the status of your tickets changes. This ensures that you are always informed about the progress of your request.
  • Additionally, submitting a ticket through the Portal allows for faster processing of your request. Upon submission, a triage is automatically performed to assign the appropriate team to address your issue. This eliminates unnecessary delays and ensures that your request is promptly handled.

In contrast, when you email your Account Manager, the process can be more time-consuming.

In the best-case scenario, your Account Manager may be able to provide a solution directly.
However, in the worst-case scenario, they would need to investigate and forward the request to the appropriate team. This would involve the developer team looking into the issue, contacting the Account Manager with their findings, and the Account Manager subsequently reporting the outcome to you.
This multistep process can result in delays and potential miscommunication.

By using the Portal, you gain direct access to professionals who can assist you in:

  • Optimizing your campaigns
  • Enhancing audience strategies
  • Troubleshooting the platform
  • Requesting reporting & insights, among other services.

This direct access ensures that you receive expert assistance and guidance to address your specific needs.

To sum up, we highly recommend using the Support Portal to report any issues with Samsung DSP. It offers transparency, faster processing, and direct access to professionals who can help you achieve your goals.

Define your password

After being onboarded by your Account Manager, you will receive an invitation email containing your username. This email allows you to create your password in order to get access to the Support Portal. If not, please contact your Account Manager.

Once you click the link to set up your password, you will be directed to a secure webpage.

  1. Read the agreement, tick the checkbox and click Next.
  2. In the Change Password window, create a strong password that complies with security recommendations and click Change Password.

After submitting your new password, you will be redirected to the Support Portal .

If you ever forget your password in the future, you can simply click the Forgot Password option on the login page. You will then receive an email with instructions on how to reset your password.

Get familiar with the Portal

This section provides a concise explanation of the different sections that compose the Support Portal.

The Dashboard

The homepage features a dashboard where all your tickets, referred to as cases, are listed.
By clicking the arrow next to the Refresh button, you can download the case summary report.

The Upper Bar


The upper bar contains the following buttons:

  • [1] Home: This button takes you back to the homepage, regardless of your location within the Support Portal.
  • [2] Support: Clicking this drop-down list gives you access to your cases by selecting My Cases, or allows you to create new cases by selecting New Case.
  • [3] Resources: Clicking this button provides access to documentation that explains how to submit a case, as well as links to the Samsung DSP documentation and news related to Samsung Ads.
  • [4] Search Bar: Use the search bar to find your cases or help articles by entering relevant keywords.

Submit a ticket

In this section, we explain how you can use the Portal to submit a ticket:

  1. Go to the Support Portal.
  2. Enter your credentials in the Username and Password fields, and click Log in. If you have not received the invitation email to create your password, please email your Account Manager and refer to Define your password for more information.
  3. Scroll to the bottom of the page and click New Case.
  4. Follow the instructions provided in the Resources section.

You can also create a new case by:

  • Clicking Support and selecting New Case.
  • Clicking Support and selecting My Cases. In the upper-right hand corner, click New next to the Printable View button.

Access and manage your tickets

To access and manage your support tickets, follow these steps:

  1. After submitting your ticket(s) (referred as cases), navigate to the upper bar and click Support. From the drop-down list, select My Cases.

  2. On the My Cases page, you will see a list of all the cases you have submitted. This allows you to easily track their progress and stay updated.

  3. Click the case number associated with the ticket. You can also click the subject to open a case. By hovering over the subject, a preview will appear, providing you with all the necessary details. This preview feature saves you time by allowing you to quickly access the information you need without opening the ticket.

  4. Once you have opened a case, you can perform various actions from the case page:

    • [1] Follow: By clicking this button, you can choose to follow the case. This means you will receive notifications whenever there are updates, such as new comments or changes in status.
    • [2] Edit: If you need to modify any information or details you provided when creating the case, click this button.
    • [3] Create new case comment: Use this button to communicate with the Samsung Support team regarding the progress of your case or to share additional details. To submit a new comment, click Create new, enter your comment in the Body field, and click Save.
  5. Use the Case Details tab to review the information you provided when describing your issue. Any attachments you included when creating the case can be found in the Attachments tab.

  6. Use the Case Comments tab to view the discussion thread between you and the Support team.

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