If you can't find an answer in this knowledge base, or if you've hit an issue that needs the Anthill Support Team, raise a ticket on the Service Desk.
Service Desk: support.activator.cloud
Before you raise a ticket
Most common issues are covered in the Troubleshooting article and the FAQ & glossary. Check both before raising a ticket — you'll often find a fix faster than a Service Desk round-trip would deliver.
What to include in a support request
The more detail you provide, the faster we can help. Always include:
-
Your tenant name (e.g.
acme-sbx). -
The content type (email, slide, eDetailer, brief) and document name you're working with.
-
The browser and version you're using.
-
A screenshot or screen recording of the issue.
-
The steps to reproduce the problem — what you did right before the issue occurred.
-
Any error messages or reference IDs you saw.
-
When the issue started, and whether it's blocking your work.
Bug vs. customisation request
It helps the support team to know which of the two you're raising:
-
A bug is unexpected behaviour in the platform — something that should work but doesn't. Bugs are covered under your support agreement.
-
A customisation request is a change to how your organisation's Activator instance is configured — for example adding a new layout, adjusting a Content Rule, or modifying a Design System setting. Customisation requests may require a separate scope discussion with your Anthill project team.
When to contact your Anthill project lead instead
For the following, your project lead is the right first contact, not the Service Desk:
-
Access and provisioning questions (new users, role changes, tenant access).
-
Design System changes (new layouts, brand updates, Content Rule changes).
-
Project-specific commercial or scoping questions.
-
Training requests for your team.
Response times
Response times depend on the severity of the issue and your support agreement. Critical, work-blocking issues are prioritised. If your ticket isn't being treated with the urgency it needs, escalate via your Anthill project lead.