What is Dash for Business: Premium Support?

The Dash Premium Support Add-On is available for all Dash for Business team accounts, and covers support, features, and education exclusively related to Dash, and not Dropbox’s wider product suite. Additionally, support services are only available in English.

Dash for Business Premium Support is available to Dash for Business accounts that have purchased the Premium Support Add-on. To purchase this 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 lets all active team admins receive increased support entitlements.

With the add-on, team admins have access to:

• Phone, email, or chat support — available 9:00 AM-8:00 PM EST (US only).
• Customer Success services, including implementation guidance, support setting up the product, and training.
• Access to the Premium Support Hub.

The Premium Support Hub

The Premium Support Hub is accessible to admins so they can easily track, review, and create tickets directly from the admin console. The Premium Support Hub is only available to customers with the Premium Support Add-on.

How to access the Premium Support Hub

You can view your recent tickets, view issue trends, filter through previous tickets, check statuses, and submit new tickets from the dashboard.

To access the Premium Support Hub:

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

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.
5. Select Submit a request, Chat, or Request Callback.
   1. Submit a request: Follow the prompts to complete the form and click Submit. A customer support representative will reply in your respective response time.
   2. Chat Now: A live chat feature will appear to connect with a customer support representative.
   3. Request Callback: This will take you to the Help page in your admin console.
      1. Click Phone.
      2. Enter a phone number that can be dialed directly.
         1. Click Request a call. You should receive a call when the next customer support representative is available. This is recommended for any urgent issues.

How to view or reply to a support ticket

To view or reply to a support ticket:

1. Log in to Dash using your admin credentials.
2. Click Admin console.
3. Click Premium Support.
4. Select the ticket from the recent list to find the ticket you’d like to view.
5. Type a reply and click Send.

You can only reply to open tickets and view your tickets. Tickets from other team members aren’t visible.

How to access tailored support resources

You can view a customized selection of articles from our help center, as well as videos and courses for both Dash and Dropbox, based on your previous support tickets. These resources are updated with every support ticket you submit. If you haven’t submitted any tickets, you’ll see a selection of our most popular help center and learning resources.

To access tailored support resources:

1. Log in to Dash using your admin credentials.
2. Click Admin console.
3. Click Premium Support.
4. Click Recommendations.

How to view insights

You can view your data for open tickets, issue trends, and patterns on the Insights page.

To view insights:

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

A window will appear with total open tickets, total tickets, issue type patterns, and product patterns. Issue type patterns relate to the types of issues you regularly experience. Product patterns explain how many tickets you’ve submitted by Dropbox product if you have a Dropbox Plan with multiple products and Dash.