Calling Outreach Technical Support (Enterprise Support Plan)

Created by Lisa Ordell, Modified on Wed, 11 Mar at 8:37 PM by Joel Sandi

Objective

Use the Outreach Support Widget in your Outreach application to start a phone call and open help requests for urgent issues with our Support team. The Support call option is available to our Enterprise Support Plan customers.

Applies To

Outreach Customers with the Enterprise Support offering
Users for whose Profile the Live voice support option is enabled

Procedures

Calling Outreach Support During Global Coverage Hours

Access the Outreach application.
At the top right, click the Support (question mark) icon to open the Resource center.
From the dropdown, click Get help.

The phone number for your Support Plan is displayed along with Call for Outreach Support.
Utilize the listed phone number to contact our Support team.
During Business Hours, you will hear a message requesting you select your issue type. Please select the most appropriate option relevant to your issue to be connected to one of our support agents.
Once connected with an agent, provide your name, company name, and email address.
Validate your identity using an Outreach-generated Caller Verification Code.
- Select the question mark icon > Caller Verification.
- Select to receive your code by email, SMS, or phone call. (Emails may be sent to your Spam folder.)
The technical support agent will validate your identity and then work with you to gather all relevant information and attempt to identify the issue live.

If a resolution is unable to be reached on the initial call, your support agent will continue troubleshooting offline and follow up with you through your preferred channel.

Calling Outreach Support Outside of Global Coverage Hours

If calling outside of our Global Coverage hours or if support is unavailable, you’ll be prompted to leave a message with:

your name
company name
phone number
email address
a detailed description of your urgent issue

When Global Coverage hours resume, an agent will reach out to work with you to gather all relevant information and attempt to identify the issue live.