Improve the support process

[CraigJConrad]

I have some suggestions for improving the Dropbox Support process:

1. The Chat window is way too small, requiring lots of scrolling, constantly interrupted as the agent adds something. I can't keep up!
2. Need to allow one or two trusted screen sharing apps (e.g. AnyDesk or Zoom); I don’t want support installing their app on my system, just as they don’t want me installing one on theirs
3. Create process to allow a dropped Chat session to get back to the same agent. My chat was unexpectedly closed and I had to start all over again with a new agent, or continue via email (which is VERY long turn-around) with the original one.
4. The Dropbox Desktop app should have a button that will gather basic trouble-shooting and environmental information to create a text file (or put it into the clipboard) so the agent can get a good foundation with less client burden having to create screen captures just to get started.

Thanks ...

[CraigJConrad]

I meant to add to this:
5. When a user replies to the support team’s email, there should be an automatic email confirmation that the email was received.  After 24 hours of awaiting a response, I still had no nothing and no way to reach anyone other than “Chat” who only could tell me to “rest assured that you will get a response”.  In a crisis of possible data loss, that isn't much assurance.

[Jay]

Hi @CraigJConrad, thanks for bringing this to our attention.

We appreciate the feedback about the support process you mentioned.

We take all comments in consideration on how to improve the Dropbox service.