What is Dash for Business: Premium Support?

The Dash for Business Premium Support Add-On is available to Dash for Business accounts as a paid add on. It provides enhanced support options and allows admins to create, track, and reply to support tickets directly from the admin console.

To buy the add-on, contact your Dash sales executive or fill out the Dash sales team contact form.

Premium Support Add-on features

The Dash for Business Premium Support Add-On gives team admins access to the following enhanced support features:

• Phone, email, or chat support — available 9:00 AM-8:00 PM EST (US only).
• Access to Customer Success services, including implementation guidance, support setting up the product, and training.
• Ability to create, track, and reply to support tickets directly from the admin console.

How to access Premium Support

To access premium support:

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support.
   

By default, the My Tickets tab displays. Here, you can view your recent tickets and issue trends, review previous tickets, check statuses, and submit new tickets. Click the Team’s Tickets tab to view tickets created by your team members.

How to create a support ticket

To create a new support ticket:

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support.
4. Click Contact Support.
   1. You can access Premium Support if you bought the Premium Support Add-On for Dropbox or Dash, but support hours and response times depend on the product you purchased premium support for.
   2. If you have both Dash and Dropbox, you’ll be asked which product your question is about.
5. Choose the type of support you’d like to receive:
   1. ‍Submit a request: Follow the prompts to complete the form and click Submit. You’ll receive a reply by email.‍
   2. Chat Now: You’ll be connected to a live chat session with a customer support representative. ‍
   3. Request Callback: This is recommended for urgent issues. You’ll be redirected to the Help page.
      1. Click Phone.
      2. Enter a phone number that can be dialed directly.
      3. Click Request a call. You’ll receive a call when the next customer support representative is available.

How to view or reply to an active support ticket

To view or reply to an active support ticket:

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support.
   1. Click the My Tickets tab to view the tickets you created.
   2. Click the Team’s Ticket tab to view the tickets created by other team members (admins only).
4. Open the ticket you’d like to view.
5. Type a reply and click Send.

How to view insights

The Insights page shows issue trends and patterns for your open tickets. You’ll see the total Open support tickets, Top issues, and Top products by issue.

• Top issues provide insights into the types of issues you regularly handle so you can identify recurring themes.
• Top products by issue highlight the number of tickets submitted for each Dropbox product you use.
  

To view insights:

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support.
4. Click Insights.