---
title: "Create a support ticket"
description: "Choose the Help Center, live chat, or a support ticket, and send a request with reproducible details."
canonical: https://docs.ordering.co/docs/products/ai-dashboard/account-troubleshooting/creating-a-support-ticket/
---

# Create a support ticket

_Send a support request with the details needed for review\._

[Video: Create a support ticket video walkthrough](https://docs.ordering.co/media/ai-dashboard/videos/creating-a-support-ticket.mp4)

This narrated walkthrough demonstrates the same workflow documented in the written, step-by-step guide directly below.

## Choose a support path

Use the Help Center for documented procedures, or send a support request when the issue needs account-specific review. This guide explains the options shown on the Support page.

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## Navigating the support suite

Our support page is designed as a "one-stop shop," offering three distinct levels of assistance depending on the urgency and complexity of your needs.

### 1. The help center (self-service)

Located at the very top of the support page, the **Help Center** is your first line of defense. It serves as a comprehensive digital library filled with:

- Detailed technical documentation.
- Step-by-step masterclasses and guides.
- Answers to frequently asked questions.

### 2. Direct communication channels

If your query requires a human touch, we offer two primary ways to connect:

- **Email Support:** Ideal for non-urgent inquiries or detailed documentation.
- **Live Chat:** Use the chat option for questions that benefit from a direct conversation.

![Historical Finitless Support page with Help Center, Email Support, and Live Chat options](https://docs.ordering.co/media/ai-dashboard/snapshots/creating-a-support-ticket/snapshot-01.jpg)

[Video: Create a support ticket — animated step 1](https://docs.ordering.co/media/ai-dashboard/clips/creating-a-support-ticket/gif-01.mp4)

### 3. The support request (ticket system)

For specific technical issues or platform-related tasks, the **Support Request** feature allows you to open a formal ticket with reproducible details.

[Video: Create a support ticket — animated step 2](https://docs.ordering.co/media/ai-dashboard/clips/creating-a-support-ticket/gif-02.mp4)

---

## Step-by-step: creating a support ticket

Follow these steps to give the support team the context needed to review your request:

1. **Initiate:** Open the chat interface and select **Support Request**.
2. **Contact Info:** Provide your contact email so we can send you updates.
3. **Identify Your Project:** Include your **project email** and **platform domain**. This allows our team to dive straight into your specific environment without asking for credentials later.
4. **Define the Issue:** Enter a clear, descriptive title and a detailed description of what you need.
5. **Attach Visuals:** Use the **Add File** button to upload screenshots or screen recordings. A picture is often worth a thousand words in technical support.
6. **Contextualize:** Indicate if your platform has **custom work** and select the specific product you are using.
7. **Submit:** Click **Create Ticket**. Our team will be notified immediately and begin the investigation.

---

## Best practices & tips for success

Use these fields to make the request easier to route and reproduce:

| **Feature**     | **Best Practice**                                                   | **Why it helps**                                                               |
| --------------- | ------------------------------------------------------------------- | ------------------------------------------------------------------------------ |
| **Title**       | Use a "What & Where" format (e.g., "Menu Sync Error in Dashboard"). | Helps route the ticket to the relevant specialist.                             |
| **Attachments** | Record a short video of the path to the error.                      | Shows the steps and visible result.                                            |
| **Custom Work** | Always mention if you have custom code or integrations.             | Prevents us from suggesting standard fixes that might break your custom setup. |
| **Help Center** | Search the Help Center _before_ opening a ticket.                   | A documented procedure may already cover the issue.                            |

---

## Conclusion

Choose the Help Center, chat, or a support request based on the context your issue requires. Include reproducible details without sharing credentials.

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