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HomeGetting startedOrientation > Ontraport Support
Home > Orientation  >  Ontraport Support
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Ontraport Support
Ontraport offers a ton of support, tools and resources to navigate the app. Take a tour of all the support offerings to get the most out of them.
You'll learn:
  • How to access live chat, the main way we support our clients
  • How to submit a ticket via email for more complex issues or questions 
  • How to schedule a screenshare
  • What you’ll find in our Ontraport Support Center
  • Communities that can support you: Ontraport User Community and Ontraport Certified Experts
Instructor
Sam Flegal
Ontraport Support
Ontraport offers a ton of support, tools and resources to navigate the app. Take a tour of all the support offerings to get the most out of them.
You'll learn:
  • How to access live chat, the main way we support our clients
  • How to submit a ticket via email for more complex issues or questions 
  • How to schedule a screenshare
  • What you’ll find in our Ontraport Support Center
  • Communities that can support you: Ontraport User Community and Ontraport Certified Experts
Course Instructor
Sam Flegal
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Transcript
If you’re just starting out with a new software tool, it can be a pretty neat experience...and dare I say even a fun one?

At Ontraport, we give you all the support, tools and resources you need to navigate it. Providing great support is a big deal for us, and we want you to take advantage of it!

In this lesson, I’ll take you on a quick tour of our different support offerings, where to find them, and how to get the most out of them.

Let me show you around!

Here are all the support options at Ontraport: 
  • Live chat
  • Email
  • Screenshare
  • Onboarding
  • Ontraport University
  • Our Support center
  • User community
  • Certified Experts

But Live chat is the main way we support our clients. 

With live chat, you reach out to a real person when you need help with a specific issue.

Maybe you’ve got an automation trigger that isn’t working the way you through it would and you want a quick hand with it. Or maybe you have a question about user roles and permissions.

Whatever your question is, accessing chat support is easy. When you log in to your Ontraport account, simply look in the lower right-hand corner for the question mark button.

From there, click “Live Chat.”

A chat window will pop up in your account. After a few moments, a support rep will hop on to talk you through your issue.

But live chat isn’t the best tool for every situation. If you have a more complicated question that requires sending in a video or series of screenshots, you might be more interested in...

Email support.

Email support is a great tool for tackling more complex issues or questions.

You can access this through the same question mark icon as before. But this time, click “Contact Support,” then “Submit a Support Ticket.”

Or, simply email support@ontraport.com from your own personal email account.

Either way, a ticket with all of your information will get dropped into our support ticketing system. Once that happens, one of our reps will reach out to you shortly.

You can also see any of your open support requests by clicking on the question mark icon, then “Contact Support” and “My Support Tickets.”

When Ontraport reps reach out to you, they might ask if you want to hop on a quick Screenshare call. You can also set up a screen share in advance.

Setting up a screenshare call involves picking a time and day on our scheduling calendar to hop on a call and solve your issue together.

Like the email support option, setting up a screenshare session is great for handling more challenging issues. And if you have a general strategy question, screenshare is also a good way to go! Plus, scheduling your call time means that you don’t have to sit on hold!

To schedule one of these calls, click the question mark icon, then click “Contact Support” and “Schedule a Screenshare.” 

Now, let’s talk about solving some problems before they even arise. 

Our Onboarding support program walks you through setting up your account when you first sign up for Ontraport.

This optional onboarding program partners you up with one of our experienced reps to help you get set up quickly. These are typically one-hour calls.

These calls are designed to help:

Show you around the app
Migrate your contacts or funnels from other systems
Plan your account build out and
Answer your questions

Our reps are experts on the software, so they can share some cool possibilities when it comes to planning your funnels and automations. We may even have time to help  set up some initial automations for you.

We’ll work with you on whatever you need help with and tackle it all in bite-sized pieces, starting with what’s most important to you.

Onboarding is an optional service. So to schedule these calls, reach out to our support or sales teams, and we’ll get you on the calendar!

Another helpful support resource? This course, Ontraport University!

Obviously a key part of success with any platform is learning to use it and OPU is a great way to do that. We’ve got entire lessons dedicated to most every feature and the most common use cases. 

Since you’re already watching this, I’m going to assume you already know your way around OPU.

If you’re more of a find-the-answers-yourself kind of person, we’ve got you covered with our Ontraport Suppport Center.

It serves as a giant knowledge base for all things Ontraport and can be found at support.ontraport.com.

Our team members have written how-to articles and technical docs on every feature of our app. Simply visit the page and type whatever it is you’re looking for help with into the search bar.

In most articles, you’ll find a quick video, a write-up, screen shots, and some tips and tricks on how to get the most out of a particular feature. We’ll also give you related articles that you might find helpful.

Ontraport is lucky to have a great community of users like you who are happy to help each other out.  You can find and join this community on Facebook; it’s called the “Ontraport User Community.”

Here, you’ll find Ontraport veterans, newbies and even our own team members chatting strategy and answering questions about the platform.

Keep in mind that the Facebook community is not for support issues. We can’t look up your account or handle account-specific problems there. But it is a great place for general questions and idea-swapping.

Finally, if you need more hands-on help, we encourage you to turn to our Ontraport Certified Experts.

We hold training classes a few times each year where we meet and train Ontraport Experts, then certify them to work with our clients. These experts are awesome at answering the hard-hitting questions for other users, and even building your stuff for you.

They can be found both in the Facebook user community as well as at ontraport.com/experts.

There are tons of support resources for you at Ontraport because we want you to get the most from your Ontraport account.

All the tools and support services in this video are designed to remove the burden of technology so you can focus on delivering your value to the world.

Let us carry that burden, and feel free to use all these channels available to you.
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