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Why can't I reach the Optix support team by phone or video?
Why can't I reach the Optix support team by phone or video?

As an Admin, understand why Optix doesn't offer individual phone or video support, and how to reach out to us to get the support you need.

Kelly Yoon avatar
Written by Kelly Yoon
Updated over a year ago

At Optix, we’re committed to providing you with the fastest, most efficient support possible. By directing all customer inquiries to our in-app Support Channel, we’re able to respond faster, ensure consistency and provide automated updates for your tickets.

Our Support Channel is a centralized help desk system, which also allows the right members of our team to support with your questions and ensure fewer delays. For technical questions, we may rely on developers to review the backend of your account. By managing your questions via our Help Desk, we can triage your questions and collaborate effectively to resolve your inquiry as quickly as possible.

When reaching out with technical questions or expected errors, please ensure that you are sending:

  • Screenshots

  • User details (ie. names of users impacted)

  • Time ranges (ie. when the expected error occurred)

  • Any other relevant details that will help us resolve your question as quickly as possible!

Where can I find the Support Channel?

You can reach out to our team via the Support Channel in the bottom-right corner of your Optix dashboard:

  1. Click on the chat bubble icon.

  2. Click on Send us a message

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