Common Ticket Requests-Config Escalation-Non Troubleshooting

Common Request

Action

Description

Notes

Change Primary Image to X Image

●      Confirm there is no overlay on the image (on the VDP) the client wants to use

●      Confirm that the image the client wants to use is not already configured to pull in

●      If necessary, inform the client that this change will impact all of this advertiser’s feeds

●      Send this request to configurations with the advertiser name and ID

Display Feeds

This issue arises when overlays are present on the first or first few images from a VDP, and causes the ads to be rejected for Google VLA feeds

Pull In Multiple Images

●      Confirm the advertiser is not already pulling in multiple images

●      Send this request to configurations with the advertiser name and ID

Display Feeds

Pulling in multiple images can help a client when their VLA feeds are being rejected due to image issues.

Add Location Filter

●      Confirm that there is no location filter already in place. This can be found in the advertiser’s SRP notes in the Hoot Monitor Backend

●      You may need to ask the client if they want a front-end or backend filter. First, confirm which types are possible based on the site setup.

●      Front-end:  The vehicle’s location (dealership name or city, state.) needs to be listed on the VDP or in the site’s code on the VDP, or in the vehicle box/listing on the SRP (this is the “box” containing the vehicle info on the SRP)

●      Backend: If they have location filtering on their site, they are able to have their inventory filtered in the backend. This alone will not support front-end filters.

●      Exception - Dealer.com API/Dealer Inspire API: There is a good chance we will be able to add the filters if the site uses one of these CMSs, even if the location info is not on the site.

●      Once you know what type of filter the client is requesting and confirm that it is possible given their site, you can send this information to configurations with the advertiser name and ID

Display Feeds and Auto Templates

Sometimes dealerships share their inventory, usually used, with their sister stores/auto group. Clients sometimes want to separate these out to only advertise vehicles on the advertiser’s lot, etc

There are two kinds of location filters: backend and front-end. Backend filters are applied during the SRPScrape and require no action from the client once implemented. Front-end location filters can be applied by the client in the feed settings in Hoot Monitor, with the other filters. These two types have different website requirements - see action column.

Add Custom_label_X Column

●      In Hoot Monitor, confirm that the client does not already have the requested custom_label column and information. If this is a request for a Facebook feed, confirm they have 2 or less custom_label columns (aka room for a new one - the max is 3 columns for Facebook feeds)

●      If the feed exceeds the allowed amount for Facebook feeds, ask if the client wants to swap one of the columns out for the newly requested column. If they do not want to do this, you may offer a front-end or backend location filter (if the request is for location data), depending on their site setup and needs.

●      If there are no blockers as listed above, send this request to configurations with the advertiser name, ID, and the feed name and ID that the column is requested to be added to.

Display Feeds

This is often done to add location data to the feed to filter in advertising platforms.

Unlike many other common requests, this request is feed-specific and will only affect the requested feed.

Facebook Default Feeds only allow 3 custom label columns (custom_label_0, custom_label_1, and custom_label_2).

Google VLA feeds will allow more.

Custom_label columns are not an option for Google Ads Default Feeds

Add fb_page_id Column/Add Page ID

●      Confirm if the advertiser’s Facebook Page ID is listed in the Hoot Monitor Backend. This can be found under the advertiser’s main page, after scrolling down to “Facebook” in the column on the left side of the screen. There is a field titled “Facebook Page”. If this field contains the filler number “1234567890”, there is no page ID. You can add the Facebook page ID here and press save at the bottom of the left column.This will populate the fb_page_id column with that ID.

●      If the client is referring to a Facebook Default Feed, this column should already be present. Confirm in Hoot Monitor that the column is present in this feed and pulling in the correct page ID.

●      If the column is not present, escalate to configurations with the advertiser information.

Display Feeds - FB Only

Facebook Default Feeds used to not include the fb_page_id column, which is sometimes required by Facebook.

This column is now included in Facebook Default Feeds and contains the advertiser’s Facebook Page ID. The advertiser’s page ID may not be listed in the Hoot Monitor Backend, causing this column to be empty.

This was a common request before we began automatically including this column in Facebook Default Feeds.This is a recent change, so this ask may continue to come through from clients who don’t know about the change, or whose page IDs are not listed in the Hoot Backend.

Adding Static Pricing

●      Confirm the requested advertiser

Is pulling in records listed as “no

price” as seen in the feed records

window via the Hoot Monitor.

●      Submit a sub-task containing all the relevant information such as the agency and advertiser’s name to configurations for the next steps.      

Display Feeds -

Facebook Automotive

For some background information, Facebook will only accept a vehicle record in the feed if there is pricing information present. If a vehicle is listed as “call for price” or as something similar. Facebook will continue to reject the record until a price that has a value greater than zero

Is implemented.

The most common work around for this request is by having configurations apply a static price of $1 to vehicles currently without a price.

Advertiser/feature

extension or activation.

●      For Advertiser feature extension

confirm that the mentioned advertiser is active and their desired feature is toggled on. For extensions simply select the calendar icon next to the features toggleable switch and input the new end time as specified by the client.

Advertiser Feeds -

Within the second tab of an advertiser’s settings three different toggle options can be found: one for Dynamic Display Feeds, Dynamic Video Ads and Google Ads Search Integration.

Commonly requested by DriveAuto, particularly for dynamic display feeds.

Manual Updates

●      The most effective work around for this request is by having configurations run the requested update on the backend.

Updates -

Typically manual updates, pushes or scrapes are requested whenever whenever a sufficient change has been made by the client. This can include CMS/internet provider changes and any other mid- day adjustments.

Note: Hoot automatically updates its data overnight.