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Michael S.197's avatar
Michael S.197
Collaborator | Level 9
3 years ago

Chat Support is a paid service, but they only provide sales, not support

Dropbox advertises chat support as a paid service for Professional, Plus and Family Manager.  This is an advertised service. https://help.dropbox.com/account-settings/customer-support-levels    ...
Dropbox Pro
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Michael S.197's avatar
Michael S.197
Collaborator | Level 9
3 years ago

Hi, no, I'm not issued a ticket.  I'm allowed to have the chat emailed to me if I request it, but it's not automatic, and no ticket is generated.

 

I've concealed the service provider's identity, because it's not fair to blame the small guys when the problem is systemic.

 

 

Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Can you send us a screenshot of the button you click to start the chat please? This does look like Sales chat.

 

Also, make sure to double-check that you're logged in to the correct Dropbox account.

 

Otherwise, we can happily try to assist you here on the Community, if you'd like to share more info about the issue you're having.

  • Michael S.197's avatar
    Michael S.197
    Collaborator | Level 9
    3 years ago

     

     

    • Jay's avatar
      Jay
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      3 years ago

      Hi Michael S.197, it does seem you were speaking with a sale agent previously, and not a support agent, as I'm not able to locate any ticket ID on our system under your current Dropbox account. Did you get a ticket ID from the automated email sent from when you communicated with the agent?

       

      If you try to submit a chat request from that specific page in the image you provided again, are you able to get in contact with a support agent? What about if you choose email support instead, which should also be an option for Dropbox Professional plans?

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