Calling Outreach Technical Support (Enterprise Support Plan)

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.

Note: This places a voice call through your computer. If prompted, please allow access to your microphone and speakers via your browser.

Applies To

• Outreach Customers with the Enterprise Support offering

Procedures

Calling Outreach Support During Global Coverage Hours

Note: We are currently rolling out a new Resource Center experience. Until this is complete, some users may still see a consolidated dropdown list under the question mark icon from which you can click Live support.

1. Access the Outreach application.
2. At the top right, click the Support (question mark) icon to open the Resource center.
3. From the dropdown, click Live chat.
   
4. When the Support Widget opens, click Start a Call.
   (Don't see the Conversation and Call options? Click the left-facing arrow near the Outreach logo in the Widget header.)
   
5. Select 1 for the support team.
   Note: At any time, you may press 2 to request a callback or press star to leave a voicemail. 
6. Once connected with an agent, provide your name, company name, and email address.
7. 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.)
8. 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, after accessing the Support Widget in the Outreach application, starting a call, and selecting 1 for Support, 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.

Support Global Coverage Hours

Monday-Friday, excluding holidays.

Basic: Regional Support

Plus: Multi-Regional Support

Enterprise: Global Support

Additional Information

Outreach Technical Support Offerings

Best Practices for Contacting Outreach Support

What to Check Before Contacting Outreach Support

Conversations in the Outreach Support Widget

How to Manage Technical Support Request Ticket