Support Guide for Integration Partners

This document gives guidance to LinkedIn's Talent Solutions integration Partners on how to leverage LinkedIn's support ecosystem to best support our shared customers for a seamless integration experience. We cover four common use-cases:

LinkedIn support teams are product experts and will find the relevant LinkedIn consultant and team best equipped to solve the issue directly, or escalate to the engineering owners in cases of issues. As a partner, there are a few ways you can get the support you need to ensure visibility into issues.

Please note that support during charter / beta testing varies by program and is not specified in these guidelines.

I want to direct our shared customer to reach out to LI support

You are working with a customer & believe an issue may be on the LinkedIn end and you need to guide them to contact the LinkedIn support team.

We recommend for you or the customer to reach out to ltsatsintegrations@linkedin.com with both you and the customer on the email. This will ensure all relevant parties can communicate directly with each other to drive resolution.

If the customer needs to reach out to LinkedIn directly, they can raise a ticket via our HelpCenter.

You can expect an answer from our support team within 1 business day. Provide the information below to speed up the resolution process:

  • Integration type (RSC, Apply Connect, etc.)
  • Steps taken to encounter the error
  • Any error message + screenshots of the UI
  • Customer company name or LinkedIn Company ID
  • LinkedIn Contract and Application Id
  • HAR file (if issue is widget related)

Note

Once a ticket is created, you/customer should see a case # that begins with "CAS" or "CRM" added to the subject line in the email. Please ensure this number does not get dropped upon reply all, otherwise our CRM system will no longer be able to see the thread.

Once a case enters our system, if it is related to a LinkedIn bug, it will be escalated to the LinkedIn engineering owner team - regardless of how it originated.

If you get several/additional reports from customers of the same issue after initially filling a case with your first report, you can engage with the Partner support team on Zendesk, as described below (please make sure to mention any existing customer cases including CRM# or CAS# number)

If our teams identify that your issue will be better served by another team who is a subject matter expert on your issue, the case might get transferred. This will always be called out in the tickets when it happens and will be handled directly by LinkedIn teams.

Please do not open up multiple cases/tickets for the same customer facing the same issue as this will lead to duplicate tickets. If escalation is needed, please see item 4 below.

I am encountering the same error/challenge across several customers and I suspect a broader system issue

You are encountering the same error message across several of your customers, or several customers have raised support cases with you and you require additional LinkedIn engineering support > as a partner, you can file a ticket directly with our Partner Integrations team (Zendesk)

You will be directed to a webform:

  • Select Developer Support Form
  • Select the Inquiry Topic > this should match the LTS Integrations Product that you are having an issue with

Ensure to provide the right information:

  • LinkedIn Application Client ID (parent and child if relevant)
  • Examples of API calls (API URL, UUid) or specific JobPostingTaskId for Job Posting
  • Attachments of error messages

As best practice:

  • Do provide support existing cases # (begins with CAS or CRM) that you are aware of (raised by your customers or relevant). This will allow the support teams to get additional context and identify what has already been done internally
  • Do not cc customers in Partner cases for visibility on resolution and case update. If an issue is sitting with LinkedIn and you want your customers to have visibility on progress, you can leverage the ltsatsintegrations@linkedin.com email to create a case directly for your customers to be updated by LinkedIn support.

I need support with App settings, have questions on the API or need operational support as a partner

For any operational issues with the management of your integrations, as a partner, you can file a ticket directly with our Partner Integrations team (Zendesk)

You will be directed to a webform:

  • Select Developer Support Form
  • Select the Inquiry Topic > this should match the LTS Integrations Product that you are having an issue with

As best practice for your support needs, we recommend you to:

  • Manage your admins on the developer application and ensure you have several people with admin rights to not block work on your integration
  • Add a business email to your app/profile > this will make it easier for us to link back to your business identity in case one of your admins moves to another role externally
  • Ensure that developers working on the app are linked to your company on LinkedIn.com with a verified work email address
  • Ensure to provide the right information (Application Client ID (parent and child if relevant)) and to initiate the request with an admin for any changes that will have production impact or with a security impact

I want to escalate my customer/partner support issue to LinkedIn

If you believe any customer (ID# starting with CRM###) or partner (Zendesk) support ticket requires escalation (more immediate attention) due to reasons including:

  • Large scope (partner-level) breakage
  • Non-responsive / aging tickets
  • Unacceptable resolution / recommendations (e.g. premature ticket closures, prolonged outstanding bugs)

Please email your Business Development contact and include [Support Escalation] in the email subject line. For a prompt response and escalation process, please include:

  1. CAS/CRM/Zendesk Ticket Number (or the Email Subject Line, if ticket number is not available)
  2. Names of Customer(s) impacted
  3. Initial ticket filed date and date of most recent LinkedIn response (if any)
  4. Brief reasoning for escalation
  5. Related integration (e.g. Job posting, RSC, Apply Connect, etc.)
  • Last updated on