Since moving our dynamic video product into its own self-service platform, our support needs have largely changed. With the agency in the hands of our users, we no longer need to rely on technical expertise when creating each individual ad unit. We are now focused on assisting users within the platform as well has fulfilling managed service requests.

Issue Index:

Hoot Support Environment

The Hoot Support team uses several interfaces in our day-to-day. In addition to the HootVid platform, it is important to familiar yourself with our additional platforms:

Jira

The Hoot team uses Jira as our client ticketing system. Other than email correspondence (not recommended) all client requests are funneled through this platform exclusively. These requests can be submitted by:

• Emailing support (support@hootinteractive.com)

• Drop-downs in HootVid

• Accessing our Client Services Portal directly (https://hootinteractive.atlassian.net/servicedesk/customer/portals)

Open

Hoot Monitor

Hoot Monitor is the name of our legacy platform that included dynamic video as one of the product offerings. Support for the legacy platform officially ended in Q1 of 2025 and it is still used for Search and Display clients. Dynamic Video exclusively runs through HootVid. For video support, Hoot Monitor is only used for indexing and feed creation.