Contact Support
When the checklist and the common issues page have not solved it, ask us directly. There is a Help button in the CRM, and you do not need to leave the page you are on or start an email thread.
Where to find it
Open any restaurant panel in the CRM. The Help button sits in the corner of the screen, on every page. Click it and a small chat panel opens.
Nothing is created until you click it — browsing the CRM does not open a support ticket.
The Help button appears once you are inside a restaurant, not on the screen where you pick which restaurant to open. Your conversation is always tied to one restaurant, so we know which venue you are asking about.
How your conversation is organised
| Your conversation is yours | A colleague at the same restaurant has their own separate conversation. They cannot read yours, and you cannot read theirs. |
| One conversation per restaurant | If you manage several venues, each one has its own conversation. A printer question about one restaurant stays separate from a menu question about another. |
| It keeps its history | Everything you and we have written stays in the panel. Scroll up, or use Load earlier messages, to read back. |
Writing to us
Type your message and press Enter to send it (Shift+Enter starts a new line).
You can attach a photo with the camera button next to the message box — a screenshot of what you are seeing is usually the fastest way to get an answer. Photos can be up to 5 MB; JPEG, PNG, WebP and GIF are accepted.
Useful things to include:
- Which restaurant and which service point, if the problem is about one
- What you expected to happen, and what happened instead
- A screenshot
If your internet drops mid-conversation, keep typing. A message you send while offline is held in the panel marked as waiting, and it is sent by itself as soon as you are back online. You do not need to retype it or send it twice.
What happens after you write
Your message goes straight to the OKeep team. We usually reply within a few hours.
- If you leave the Help panel open, our reply appears in it the moment we send it. No refreshing.
- If you closed the panel or left the CRM, the reply waits for you, and the Help button shows a red count of the replies you have not read yet. You do not have to keep checking: open Help in the same restaurant panel and the reply is there with the rest of the conversation. The count clears as soon as you open the panel.
The count can take up to a minute to appear on a page you are already sitting on. It counts only replies from us, and only for the restaurant panel you are currently in — a reply about another venue shows up on that venue's Help button.
We may mark a conversation as finished once your question is answered. That only tidies up our side: you can still read the whole thing, and writing another message simply picks the conversation back up where it left off.
Before you had an account
If you first contacted us through the chat on the OKeep website — before you had a CRM login — that conversation works slightly differently. Because a visitor has no account to come back to, we ask for a phone number, and if we reply after you have closed the page we send you a text message with a link straight back into the conversation. The number is used for that and nothing else, which is what the note under the phone field says.
That does not apply to the Help button inside the CRM. We never text you about a reply there; the reply waits in the panel.
Email
Prefer email, or cannot reach the CRM at all? Write to support@okeep.io. Include your restaurant name, what you expected, what happened, and a screenshot if you have one.
Related Pages
- Troubleshooting — the diagnostic checklist to run first
- Common Issues — step-by-step fixes for specific problems
- FAQ — quick answers about how OKeep works