Many of the steps in the cycle to support a client require support from various teams within the organization. The below outlines common categories and needs and provides links to their request portals. For general IT and PD Helpdesk inquiries, please go here.
NOTE: It is important that you are logged into Zendesk to have the correct form appear (otherwise you are defaulted to the Priority Engine Help page which is externally facing for clients).
Not sure if you are logged in? Look at the top right – if you see your name, you are logged in. If not, you are not logged in and have been routed to a generic Zendesk page. Log into Zendesk (top right) and click on the link again to be taken to the form you were searching for.
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What Do You Need? |
Team/Category |
Description |
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Pre-Sale Positioning |
Sales Enablement Team (NA) - for reps selling ALL products (TTGT, BrightTALK, ESG, XT, etc) |
Includes requests for audience alignment recommendations/slides, segment recommendations, pre-sale ABM analysis, editorial sponsorship options, title mapping, FOMO slides, etc. ESG positioning materials, ESG product questions, custom product questions, pulling examples of past programs, etc |
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Sales Enablement Team (EMEA) - for reps selling ALL products (TTGT, BrightTALK, ESG, XT, etc) |
Includes requests for audience alignment recommendations/slides, segment recommendations, pre-sale ABM analysis, editorial sponsorship options, title mapping, FOMO slides, etc. ESG positioning materials, ESG product questions, custom product questions, pulling examples of past programs, etc |
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Sales Enablement Team (APAC) - for reps selling ALL products (TTGT, BrightTALK, ESG, XT, etc) |
Includes requests for audience alignment recommendations/slides, segment recommendations, pre-sale ABM analysis, editorial sponsorship options, title mapping, FOMO slides, etc. ESG positioning materials, ESG product questions, custom product questions, pulling examples of past programs, etc |
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Specalized cuts of Confirmed Project data, in depth market intelligence info |
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Upload an ABM list into your Priority Engine demo instance |
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Pre-Sale Vetting |
Deal Vetting |
Quote creation in DealHub from the Opportunity In SFDC > On Opportunity Page > “Create Quote” |
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Sales Enablement Team - for reps selling ESG products or Priority Engine |
ESG deal vetting (confirming analyst can create content/request in question); Priority Engine TAM vetting, ABM TAMs, confirm availability for editorial sponsorships, Upsell TAMs |
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Strategic Buyer Insights (SBI) product vetting on market and data availability |
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Contract Time |
New Contract Request |
Quote/contract creation in DealHub from the Opportunity In SFDC > On Opportunity Page > “Create Quote” |
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Signed orders to be approved/booked, open order paperwork, CN approvals, governing PO |
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Legal Help on security questionnaires/data processing agreements |
Route all security questionnaires, Data Processing Agreements (DPA), and privacy/compliance/compliance questionnaires and reviews here for Legal only AFTER FOLLOWING THE PROCESS OUTLINED HERE |
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Post-Sale Customer Positioning |
Includes requests for Content Performance Analysis, Client Abstract Review and QBR Content Analysis Single Slide |
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Includes requests for Nurture Analysis and Sales Cadence Email Messaging Review |
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Requests to topically target Account Lists. In other words, once the TAM strategy is defined, Content Marketing helps you get granular and right-size the topical targeting for your lists and exports by identifying the most appropriate topical activity profile of appropriate contacts. |
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Market Insights - Market insights, PE segment alignment, or objection handling |
Market commentary, audience or investment information to support client alignment, address objections or to position new products. New PE client onboarding doc, job function preferences or confirmed project market insights. |
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Account Highlights, Account Journeys, Opportunity Analysis, ABM Analysis, Share of Voice, Campaign Overviews/Wrap-Ups |
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Sales Enablement Team - for reps selling TechTarget, BrightTALK or Xtelligent products |
Audience positioning needed for any client presentation |
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Campaign Support |
Priority Engine Help - for TTGT reps and CSMs, etc |
Broke/fix, bugs, client list setup, cross segment setup, login issues, product feedback, quality of life requests, complex issues |
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Integration onboarding, integration maintance, inbound converter requests, integration issues, integration dashboard questions |
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please use this for any BrightTALK issue or request that isn’t tied to changes, updates or feedback on specific campaigns. Either way, if you submit here, we will get your issue to the right place |
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For any of the following associated to a paid BrightTALK Webinar lead campaign:o New Campaign – non-self-service clients who need support with webinar uploads, etc.o Campaign Update – requests like pausing a campaign, add a competitor file, remove content, etc.o Campaign Feedback – requests like pacing/performance, lead returns, etc.o Mid-Campaign Change – requests related to changing the dynamics of a campaign, including filter changes, splitting lead guarantees, cancellations, etc. |
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For any request related to creating or updating a new Channel or Audience Package (AP) post-sale |
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Collections / Finance Team |
Copies of invoices, inquiries regarding balances owed, questions on billing terms etc.. |
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Copies of invoices, inquiries regarding balances owed, questions on billing terms etc.. |
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Copies of invoices, inquiries regarding balances owed, questions on billing terms etc.. |
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Other |
Submit here for User Permissions, Report Creation, Dashboard Access, etc. |
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For issues like 'my SSO is no longer allowing access to GainSight, my Outlook GS plug-in is no longer working, etc' |
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Submit here when you've received a user or client privacy request that you received directly (email/phone call). Things like GDPR, CCPA, erasure requests. |
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PPT presentation clean up for large proposals, QBRs and renewals. Submit requests to the Strategic Design team to review slides and make formatting adjustments / update branding as needed. |
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General SFDC questions, rep reporting, forecasting, dashboards, etc |
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BrightTALK Product / BrightTALK KnowledgeBase Article Request |
For any BrightTALK product feedback or BrightTALK Knowledge Base article requests |