What is Dropbox Premium Support?

Premium Support Add-On features

Dropbox team accounts can choose between two versions of the Premium Support Add-On:

• Premium Support: Essentials
• Premium Support: Enhanced

Support options for champions

Dropbox Champions are expert users who provide valuable feedback, share their experiences, and creatively use our solutions. We reward their efforts with the following additional support benefits. Learn more about Dropbox Champions.

Refer to the table below for a breakdown of features available for each add on.

How to buy or remove the Premium Support Add-On

There are two ways to purchase the Premium Support Add-On:

• Select teams with more than 10 licenses can use the Billing page.
• For non-credit card payments, contact your sales executive or the Dropbox sales team.

To buy or remove the add-on from the admin console:

1. Log in to dropbox.com with your admin credentials.
2. Click Admin console.
3. Click Billing.
   • Note: Only certain types of admins can access the Billing page.
4. Under Available add-ons, click Add or Remove next to Premium Support.
5. Click Confirm.

How to access the Premium Support page

To access premium support in the admin console:

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 access the tickets created by your team members.

How to create a support ticket

Only admins can create tickets through the Premium Support page. Team members don’t have access to that page, but can email Dropbox Support for 24/7 assistance. They’ll receive the same fast response times included in the Premium Support plan.

To create a new support ticket:

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support.
   • Note: The support hours and response times for the Premium Support Add-On are different for Dropbox and Dropbox Dash.
4. Click Contact Support.
   • Note: If you’re subscribed to both Dropbox and Dropbox Dash, be prepared to specify which product your question concerns.
5. Choose the type of support you’d like to receive:
   • Submit a request: Follow the prompts to complete the form and click Submit. You’ll receive a reply by email.
   • Chat: You’ll be connected to a live chat session with a customer support representative.
   • Request callback:  This is recommended for urgent issues. You’ll be redirected to request a callback in the admin console:
     • Click Phone.
     • Enter a phone number that can be dialed directly.
     • Click Request a call. You’ll receive a call when the next customer support representative is available.

How to view or reply to active support tickets

To view or reply to an active support ticket you created:

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support.
4. Click the My Tickets tab.
5. Open the ticket you want to view. 
6. Type a reply and click Send.

How to view or reply to another team member’s support ticket

Only team admins can view and reply to active support tickets submitted by other team members.

To view or reply to a support ticket:

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support. 
4. Click the Team’s Tickets tab.
5. Select the ticket you want to view from the recent list.
6. Type a reply and click Send.

Your reply is listed as a Collaborator comment and the original submitter is notified.

How to access tailored support resources

You can view a curated selection of articles from our help center, as well as videos and courses from Dropbox Learn, based on your previous support tickets.

To access these resources:

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

These resources are updated with every support ticket you submit. If you haven’t submitted any tickets yet, you’ll see our most popular help center articles and Dropbox Learn resources.

How to access the Insights page

The Insights page displays trends and patterns in your open support tickets, including total open support tickets, top issues, and top products by issue.

• Top issues shows the most common problems you encounter, helping you identify recurring themes.
• Top products by issue shows 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.