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Support channels

Review the support options shown in your dashboard.

The Support page provides access to self-service documentation and the messaging options available to your account. This guide explains where to find each option and what context to include.

Step-by-step feature guide​

The Support page is divided into two primary modules: the Help Center and Messages & Tickets. Here is how to navigate each one:

  1. Accessing the Help Center

The Help Center contains setup guides, feature walkthroughs, and troubleshooting articles.

  • Open the Knowledge Base: Click Visit Knowledge Base to open this documentation site. Enter the documentation password if prompted.
  1. Using the Messaging System

If the documentation doesn't cover your specific query, you can initiate a direct conversation with a support representative.

  • Open the Chat: Click the blue Send Message button. This triggers the integrated chat widget on the right side of your screen.
  • Start a Conversation: Within the widget, you can type your message, attach relevant files (such as screenshots of an error), or provide feedback on your experience.
  • Track Status: The "Live" indicator at the top of the screen lets you know when our team is active and ready to assist in real-time.

Tips and tricks for faster resolution​

To get the most out of the Ordering.co support experience, keep these shortcuts in mind:

  • The Global Chat Icon: You don't always have to navigate to the Support page. Look for the small chat bubble icon in the bottom right corner of any page in the dashboard to quickly reopen your active conversations.
  • Search First: Before sending a message, use the search bar within the Knowledge Base to check for a relevant procedure.
  • Share a Direct Link: Copy the URL of the relevant guide so teammates and support specialists can open the same instructions.

Best practices​

  • Be Descriptive: When sending a message, include the relevant Order ID or AI Agent name to give the support team investigation context.
  • Check for Updates: Ordering.co frequently updates its documentation as new features roll out. Make it a habit to check the Knowledge Base after a major platform update.
  • Keep Credentials Private: Never include passwords, access tokens, or payment credentials in a support message. Follow the secure handoff instructions provided by the support team if sensitive information is required.

Conclusion​

Use the Knowledge Base for documented procedures and Messages & Tickets when the issue needs direct review.