What is Dropbox Premium Support?

The Dropbox Premium Support Add-On provides enhanced support options and allows admins to create, track, and reply to support tickets directly from the admin console.

Premium Support Add-On features

There are two versions of the Premium Support Add-On available to buy for Dropbox team accounts:

• Premium Support: Essentials
• Premium Support: Enhanced

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

*English support is available 24/7. Japanese support is only available from 9:00 AM–5:00 PM Japan Standard Time, Mon–Fri.

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.

Buy or remove the Premium Support Add-On

Depending on your payment method, there are two ways to buy the Premium Support Add-On:

• The Premium Support Add-On option is available in the Billing tab for select teams. 
  • Note: Teams with fewer than 10 licenses cannot access this option. 
• If you don’t pay by credit card, contact your sales executive or complete the Dropbox sales team contact form.

To buy 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 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 access the tickets created by your team members.

How to create a support ticket

Only admins can create premium support tickets on the Premium Support page. Team members don’t have direct access to that page, but they can visit dropbox.com/get_help for 24/7 access to their support options. They’ll receive the same features and fast response times outlined in their 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. 
   
4. Click Contact Support. 
   • 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.
   • 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:
   • 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 support tickets you created

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 and the original submitted 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 Learn resources.

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 to 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.