Using the platform's Help center

Introduction

As a Superadmin, the Help center allows you to initiate conversations with Docebo support and to access the main sources of information about the platform for self-service help.

To access the Help center, click the messages icon on the header bar.

The panel that opens will show you the options available to you. 

Please note: To use the options in the help center, your Superadmin user account must be associated with a valid email address.

Knowledge base

The Docebo knowledge base collects details about all the features of your platform and can help you find answers to your questions and doubts. Go to the knowledge base homepage.

Docebo university

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. Go to DoceboU (opens in a new tab).

If you have an existing account with Docebo University, you can log in directly through the link in the help center.

Docebo community

The Docebo Community is a virtual space where you can connect with other Docebo users, share best practices, find self-service support, and find inspiration and education so that you can get the most out of your Docebo experience. Go to the Docebo Community (opens in a new tab).

If you have an existing account with Docebo Community, you can log in directly through the link in the help center.

Help desk ticket

To report problems in your platform or ask for technical assistance, you can open a help desk ticket.

 In the Help center panel select Help desk ticket.

Use the Area and Features fields to specify the topic of your issue. Refer to the Areas and Features table for an explanation of these categories.
→ After entering this information you may be offered links to some relevant knowledge base articles.

Set the Priority of your issue, based on the nature and impact of the issue, ranging from Low to Urgent, using the criteria provided by clicking the i icon, then click Next. 

If you believe a change in priority is necessary after submitting the ticket, please consult with the support team to discuss the possibility of an update.

Next, enter a Subject and, in the Description field, provide a clear and detailed explanation of your issue or question. To help us assist you efficiently, please include the following information, in order of importance:

• A description of the issue (for example, “I logged into the platform as [username], navigated to Course management, and encountered the following behavior…”)
• Steps to reproduce the issue
• Course name and session name (if applicable)
• A specific impacted scenario (what you were trying to achieve)
• The username of the affected user
• Your browser and operating system
• If possible, a screen recording of the behavior with the Inspect window open and with the Network tab selected, followed by downloading the HAR file from your browser. Not sure what a HAR file is? Check out our guide on creating a HAR file (opens in a new tab).

You can attach up to 3 files per ticket, with a total size limit of 10MB. Click the trash icon alongside an attachment to remove it.

For more detailed guidance on what to include based on the issue type, refer to the Docebo support ticket best practices guide (opens in a new tab) (please note: it covers the most common issues, not all possible scenarios).

When you are finished, click Send to submit your ticket.

Once you’ve sent your request, a thank you message will appear that includes a link to follow up on your help desk ticket in the Docebo Help portal:

• To access the Docebo Help portal, follow the instructions in the article Checking your help desk requests. 
• Note that you will be contacted about your ticket only on the Docebo Help portal. You will not see any alerts concerning your ticket in the  help center panel.

Please Note: If the White Label app is active in your platform with the option to hide certain functionalities from other Superadmins, and a specific email address set for help desk ticket communications, you will not see the Docebo Help link for your ticket in your thank you message. It will instead be sent to the email you specified.

The top part of the help center panel will display a warning message in case of known performance issues in your geographical area. In this case,  you don’t need to open a ticket, and you can click the provided link to access the Docebo performances panel.

Have a look at the best practices provided by the Docebo help desk team in the Docebo Community on how to report issues (opens in a new tab). 

Help desk chat

If chat support is enabled on your platform, you can start a conversation by clicking the messages icon in the header bar. Chat is staffed by a combination of our AI agent and dedicated human support team, and is available to customers with an active support contract. Through this channel, you can receive real-time assistance on how to navigate the platform or perform specific actions. The AI agent supports over 30 languages, while human support is available in English and Italian.

If your inquiry cannot be fully resolved during the chat session, our team will continue the investigation and follow up via a support ticket or email to ensure a thorough resolution. Transcripts of chats with human support are stored in your profile within the help center and are also accessible in the chat interface. Conversations with the AI agent are available exclusively within the chat window.

Phone support

Phone support is available as one of the benefits included in Premium Support offers. If your organization has subscribed to Premium Support, you can contact our team by phone as one of the available support options. To learn more about Premium Support plans, contact your Account manager.

Customer success team

If this option is available to you, you can submit a request to be contacted by our customer success team for product information, feature demos, education & training and more.

1. In the help center panel, click Customer success team. 
2. Select a Category for your request and set its Priority.
3. Provide your Email address: This will be used to contact you concerning your request.
4. Then enter a message describing your request, and when you are finished click Send.

A representative will get back to you at the email address that you provided.

Product announcements

Product announcements and alerts are shown  in the Product announcements section of the help center. The message icon on the header indicates the number of unread alerts. 

Appendix - Areas and features for help desk tickets