Publisher customer service tool
Learn to create and configure placements in the Tapjoy Offerwall monetization dashboard. Control where offerwalls and in-app messages appear to improve user engagement.
Read time 1 minuteLast updated 6 months ago
Publishers can use the Publisher Customer Service tool to look up the reward and the Tapjoy customer support ticket status for their users. The Tapjoy reward history for a user is visible for the last 90 days of activity.
Roles
Admin roles have access to the Publisher Customer Service page by default. The Customer Service role only grants access to the Customer Service page. The Staff don't have access to this page. Refer to User Roles and Permissions for more information about specific roles.Access
To navigate to the publisher customer service tool, complete the following steps:- In the app dropdown menu, select your account name.
- In the left menu, select Customer Service.
Searching for a user
Use the Smart Search field to look up users by the following criteria:- Advertising ID
- Device ID
- Tapjoy customer support ticket number
- User email
- In the dropdown menu, select User ID.
- Select the appropriate app to search.
View search results
After you find a user, the results page displays detailed information for the user in the following sections of this article:- User and Device Info
- Installed Apps
- Clicked Offers
User and Device Info
This section of the search results displays basic details about a user or device. If you searched by ticket number, only that specific ticket appears in the results.Installed apps
This section of the search results lists the apps associated with the user, their corresponding user IDs, and the last time the user launched each app.Clicked offers
This section of the search results shows the offers the user interacted with in the last 30 days. A reward status of In Progress means the user selected the offer and no further action has occurred. For offers with a submitted Tapjoy customer service ticket, additional details include:- Ticket status
- Messages exchanged between the user and Tapjoy’s customer service team