To submit a ticket, use this form.

Below are essential guidelines for completing the required fields:

1. Your email address. Please specify your Keywords email address ([email protected])

2. Request type. Please choose the request type from the dropdown*.

3. Describe your problem here. Please provide the detailed description. At the beginning of your request, please type a ticket subject. Then add the body of your request. Here are the main scenarios and ticket format examples:

Scenario 1 (Task-Related Query, Reopen Request and Deadline Extension requests for Longform and Supplemental tasks)

Please copy/paste the task name from Originator and add a brief description of the issue after a vertical bar as a ticket subject before the query body: (PID) Title, Language Code, Asset Type (Subtitle, QC, SDH) | Brief description of the issue

Example:

(2015547) Stranger Things: Stranger Things 4: "Chapter Three: The Monster and the Superhero", fr, Subtitle | Deadline Extension

Hello,

Can you please extend the deadline by 24 hours?

Thanks!

Scenario 2 (Task-Related Query, Reopen Request and Deadline Extension requests for Episode Title tasks)

For episode titles, please use the same format as for Longform and Supplemental tasks above, but specify MID instead of PID and Episode Title as Asset Type: (MID) Title, Language Code, Episode Title | Brief description of the issue

Example:

(81971846) Big Mistakes: Season 1: "Episode 1 Get Your Nonna a Necklace", uk, Episode Title | Re-open for a consistency fix

Hello,

Can you please re-open this project for a consistency fix?

Thanks!

Scenario 3 (All other request types)

For all other requests, please provide a free-form ticket subject at the beginning of your request, and then add the body.

Example:

Google Account password reset needed

Hello,

Can you please help me to reset a password to my Google account? 

Thanks!

4. Priority. Please choose the priority from the dropdown.

5. Attach Files. Please attach a file (if applicable).

*Request types:

  1. Invoicing & Payment. Issues with payments, invoices etc.

  2. Delivery Recap. Queries related to delivery recap (missing tasks, payment code adjustments, etc)

  3. Account Issues. Issues with access to Keywords Google account, SASS, BPS etc. 

  4. Guidelines. Queries related to the guidelines (e.g., TTSG, timing guidelines). 

  5. Deadline Extension. Formal requests to extend a project's submission deadline.

  6. Task-Related Query. Questions specific to a project or title, such as reporting template issues, or seeking translation validation from the Language Lead.

  7. Reopen Request. Requests to have a previously submitted project reopened.

  8. Onboarding. Questions related to the onboarding process or workflow.

  9. Translation Credit Waiver. A request to submit a formal waiver of rights to be credited.

  10. Other. Any query that does not fit into the categories listed above.

For the fastest and most efficient assistance, please submit all your inquiries through our dedicated ticketing system.