As a Superadmin, the Help Center allows you to initiate conversations with the Docebo’s Help Desk and to access the Docebo main sources of information so that you can also self-help. In addition, you can access the Ideas Portal.
To access the Help Center, click on the messages icon in the action bar at the top of any platform page, and select one of the available options in the right panel that will open.
In order to use any of the options in the Help Center, your Superadmin user account must be associated with a valid email address. Also note that if the White Label app is active in your platform, the option to contact the Docebo Help Desk may not be available, depending on the White Label app configuration.
Contacting the Help Desk
Reach out to Docebo’s Help Desk team to report problems in your platform or ask for technical assistance. Access the Contact Our Help Desk section, then fill in the contact form with the required information. Select an area from the Area dropdown menu, and a Feature from the corresponding dropdown. More details on the list of the items in the dropdown menu.
After completing the form with this data, the platform might offer you some Knowledge Base articles that may be useful based on your selection. Assign a priority to the issue you are reporting by selecting a value on the priority line in order to let the Help Desk team understand how important the issue is for you. You can press the i button in this section to learn more about how Docebo defines low, medium and high priorities. Press Next to proceed.
Enter a Subject in the corresponding text field and explain your issue or question in detail in the Description area so that we’re able to help you in an easier and more efficient manner. You should always try to include the course name and ID as well as the number of users impacted and your platform’s URL.
If possible, please attach a FULL screenshot so we understand the full context of your issue. You can upload attachments of up to 20 MB. Every time an attachment is added, a new line is displayed for you to upload another attachment, with a maximum of three attachments available per submission.
You can attach the following file types to this submission form: jpeg, jpg, gif, png, pdf, doc, docx, xls, xlsx, ppt, pptx, bmp, csv, mp4, mpv, avi, flv, mpeg, wmv, 3gp, zip, rar. Press the trash icon to delete an attachment. Press Send to send your request.
Once you’ve sent your request, a thank you message will appear that includes the link to your Help Desk ticket directly in Zendesk. Please note that when you send these messages, the Help Desk team will contact you directly in Zendesk. You will not see an alert in your Help Center when a member of the Help Desk team replies to your tickets in Zendesk.
If the White Label app is active in your platform and you enable the option to hide certain functionalities from other Superadmins and you set a specific email address to which Help Desk tickets will be sent, you will not see the Zendesk link for your ticket in your thank you message. It will be sent to that set email.
The top part of the Help Center slideout panel will display warning messages in case of performance issues in your geographical area to save you time, so you don’t need to send a Help Desk request to us when there are already-known issues. When this is the case, you can press the provided link to access the Docebo performances panel.
The Ideas Portal
DISCLAIMER: The ideas collection is suspended up to November 11, 2021, when the Ideas Portal will be back in the Docebo Community.
Browse Docebo’s Ideas Portal, or submit your own ideas to help us to improve our platform and deliver a better experience to you and your learners by pressing the Browse & Submit Ideas button.
Get Involved - The Docebo Community
The Docebo Community is a virtual space where you can connect with other Docebo users, share best practices, self-serve, and find inspiration and education so that you can own your success and maximize the value of their Docebo experience. Find out more.
DoceboU (Docebo University) is the right place to attend courses created by Docebo experts on how to get the best out of your platform, and to keep up with the latest news. Learn more on DoceboU.
The Docebo Knowledge Base collects all of the details concerning every single feature in your platform and can help you find answers to your questions and doubts. Go to the Knowledge Base homepage.
When you receive a new message or alert from Docebo, it will be shown in the Help Center.
A number indicating the number of unread messages is shown on top of the messages icon in the action bar at the top of your page.
Messages are displayed in the Product Announcements section of the Help Center. Please note that you cannot reply to alerts at this time. All messages that you have sent or received will be shown in the Message History section of your Help Center.