Best Practices for Contacting Outreach Technical Support

Purpose: 

The purpose of this article is to provide direction to Outreach Users in submitting support requests to Outreach.

Intended Audience: 

• Outreach Users

Best Practices for Contacting Support

Start with Outreach Support Self-Service

The Customer Knowledge Base in the Outreach Support Portal offers a vast library of configuration, troubleshooting, and workflow guidance, in addition to the ability to conveniently submit and manage all your help requests online. We recommend you begin with our collection of common issue troubleshooting. 

To Access the Support Portal:

1. Navigate to https://support.outreach.io.
2. Click Log into the Support Portal in the upper right.
   
3. Sign in to Outreach Support.
   Note: If this is your first time logging into the Support Portal, review the options to either Sign up to create a new account or Get a password in the Sign in to Outreach window. Please ensure your Portal email matches your Outreach user account email. Learn more here.
4. Manually browse through Knowledge Base categories and sections, or use the search bar to find an answer from within our help articles, training materials, and webinars.

Pick the Best Channel to Engage with Our Support Agents

Depending on your Support Plan, multiple channels may be available to you for contacting Outreach Support. To avoid confusion, stick with one channel—this allows one agent to focus on your concerns and work toward the best possible resolution.

All Customers

Submit a Support Ticket. Use this channel for support issues that may require in-depth review and advanced troubleshooting practices.

Plus Customers

• Start a Chat. Use this channel for support issues that may have simple, non-technical answers.
  Note: Live chat is available from your Outreach application by clicking the question mark icon in the top menu, then Chat.

Enterprise Customers

• Start a Chat. Use this channel for support issues that may have simple, non-technical answers.
• Submit a Phone Case. Use this channel for support issues that are time-sensitive.
  Note: Live chat and Call options are available from your Outreach application by clicking the question mark icon in the top menu, then Live Support.

Submit an Awesome Ticket

Please submit only one issue per ticket for effective resolution.

To Access Outreach Support Ticket Submission:

1. Sign in to the Outreach Support Portal.
2. At the top of the screen, click Contact Support.
3. Select your issue from the dropdown menu.
4. Complete the request form as applicable.
5. Review suggested solutions along the righthand margin.
6. Click Submit.

Critical information to add to your ticket:

• Subject Line: Provide a clear, brief, summary in your subject line.
• Ticket Description: Provide a detailed description of the issue including when it started, which users are affected, and where in the product it is occurring.
• Troubleshooting Steps: Outline the troubleshooting steps performed prior to contacting support, and include screenshots or screen recordings if possible.
• Business Impact: Provide the impact level of the challenge you are experiencing.
  
  • P1 Critical: Outreach Services are not functioning, causing mission-critical business operations to be non-operational. No workaround available.
  • P2 High: Issue in the Outreach Services causing severely degraded performance, or critical functionality is unavailable. No workaround available.
  • P3 Moderate: Outreach features are not functioning in accordance with documentation but major features are working correctly; most business operations continue. Workaround is available.

Calling from the Outreach Application During Global Coverage Hours

1. Login to Outreach.
2. Select the question mark icon > Live Support.
3. Select Call us. Select 1 for the support team. At any time, you may press 2 to request a callback or press star to leave a voicemail. 
4. Once connected with an agent, provide your name, company name, and email address.
5. Validate your identity using an Outreach-generated Passkey.
6. Select the question mark icon > Passkey.
7. Read aloud the 6 words provided by the Passkey; this is how the technical support agent will validate your identity. 
8. The agent will work directly with you to gather all relevant information and attempt to identify the issue live. 
9. If needed, they’ll continue troubleshooting offline and follow up with you through your preferred channel. 

Calling from the Outreach Application Outside Global Coverage Hours

1. Login to Outreach.
2. Select the question mark icon > Live Support.
3. Select Call us. Select 1 for the support team. At any time, you may press 2 to request a callback or press star to leave a voicemail. 
4. You’ll be prompted to leave a message with your name, company name, phone number, email address, and a detailed description of your urgent issue. 
5. 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.

Finding a Solution

Outreach agents may reach out to you during the troubleshooting process for more information, or to schedule a screen share or phone call. You are welcome to respond at any time – even after your ticket has been marked as solved.

You can review and respond to ticket update notifications in your email. You can also view, manage, update, and respond to all your tickets in the Support Portal.

To Manage Your Tickets in the Support Portal:

1. Sign in to the Outreach Support Portal.
2. At the top right, click the avatar icon and your name.
3. From the dropdown menu, click Support requests.
4. Review tickets from among the request and status types, search for specific tickets, and sort lists as needed.
   Note: For more information, see How to Manage Technical Support Request Tickets.

Support Ticket Flow

Global Coverage Hours

Monday-Friday, excluding holidays.

Basic: Regional Support

Plus: Multi-Regional Support

Enterprise: Global Support

Additional Resources:

Outreach Technical Support Offerings

What to Check Before Contacting Outreach Support

Signing in to the Outreach Support Portal for the First Time

How to Submit a Technical Support Request

How to Manage Technical Support Request Tickets

The Peak - Outreach Community 

Outreach University