How to Manage your Platform’s Communication Center

Contact Docebo’s Help Desk, Sales, and Customer Success teams.

Last Updated

December 21st, 2018

Reading Time

4 min

User Level

Introduction

Your communication center allows you to initiate conversations with Docebo’s Help Desk, Sales, and Customer Success teams directly inside your Docebo platform. To access the communication center, press the messages icon in the action bar at the top of your homepage. The slide out panel gives you a few quick options. Refer to the sections below to learn more.

IMPORTANT NOTE: In order to use any of the buttons in the Communication Center, your Superadmin user account in your LMS platform must include a valid email address.

Implementation Section

For new clients that are just getting started with the Docebo platform, you may be participating in training sessions with Docebo’s Help Desk team or with one of Docebo’s Implementation Specialists to better learn how to configure and manage your LMS. As a result, your platform may feature an Onboarding Dashboard page that allows you to track various meetings and tasks related to your onboarding phase.

In the Communication Center slideout, press the View Project Details button at the top. Please note that this button will only appear if Docebo has activated the onboarding project on your behalf. Refer to this section to learn more.

The Ideas Portal

Browse Docebo’s Ideas Portal, or submit your own ideas to help us to improve our LMS and deliver a better experience to you and your learners by pressing the Browse & Submit Ideas button. Learn more about this feature from this article.

Contacting the Help Desk

Reach out to Docebo’s Help Desk team to report bugs in your platform or ask for technical assistance. Press the Help Desk button, 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. For a complete list of the items in the dropdown menu, refer to this spreadsheet.

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.

comm center help desk

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.

comm center help desk 2

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. Refer to this article regarding how to check your Zendesk tickets. You will not see an alert in your communication center when a member of the Help Desk team replies to your tickets in Zendesk.

Note: 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 Communication Center slideout panel will display warning messages in case of performances 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.

Contact the Sales Team or Customer Success

Contact Docebo’s Sales team for any commercial inquiries or product demos. For Enterprise clients, you can contact your Customer Success team representative directly in your LMS, rather than the Sales team. Enter the subject and description relating to your request. Press Send Message when finished.

comm center sales

Your Latest Conversations

When you receive a new message or alert, it will appear in the communication center. A number indicating how many unread messages you have will appear with the icon in the action bar at the top of your page, and an alert balloon will appear in the corner of your platform. When you press the alert, the communication center panel will open.

comm center messages

Please note that you cannot reply to alerts at this time. All messages that you have sent or received will appear in the Message History section of your communication center.