What is Premium Support for Dropbox Dash?

The Premium Support add-on for Dropbox Dash covers support, features, and education exclusively related to Dash, and not Dropbox’s wider product suite. Additionally, support services are only available in English.

To purchase the Premium Support add-on for Dropbox Dash, contact your Dash sales executive or fill out the Dash sales team contact form.

Premium Support Add-on features

The Premium Support add-on for Dropbox Dash 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.
• 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 for Dropbox Dash.

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.ai 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 dash.ai 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.
   • Submit a request: Follow the prompts to complete the form and click Submit. A customer support representative will reply in your respective response time.
   • Chat Now: A live chat feature will appear to connect with a customer support representative.
   • Request Callback: This will take you to the Help page in your admin console.
     • Click Phone.
     • Enter a phone number that can be dialed directly.
     • 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 an active support ticket:

1. Log in to dash.ai 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.

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 dash.ai using your admin credentials.
2. Click Admin console.
3. Click Premium Support.
4. Click Insights. You’ll be able to view data for:
   • Total open tickets.
   • Total tickets.
   • Issue type patterns. They relate to the types of issues you regularly experience.
   • Product patterns. They explain how many tickets you’ve submitted by Dropbox product, in case you have a Dropbox plan with multiple products and Dash.