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User Services support

by on ‎08-02-2016 12:59 PM - edited on ‎06-02-2017 03:36 PM by (2,539 Views)

How do I contact Box Support and what do I need to share? Check out the information below:

Note: New Box Experience

This page refers to the new Box experience. In Box, hover over a single file or folder with your mouse. If the item looks like the following image, you are in the right place.

 

Files and folders should look like this when you hover over them.Files and folders should look like this when you hover over them.

If the item does not look like the image above, visit one of the links below instead:

Contacting User Services

In order to get your support request or question addressed as quickly and efficiently as possible, here are the recommended steps to follow:

  • First, search by keyword in the Help forums to see if your issue has previously been addressed.
  • If you do not see a similar issue, submit a request from the Help section of our community. You'll find the link in the right hand sidebar, or click here. We offer multiple channels to contact our support team.
  • Include as much detail as possible when filling out your support request. Make sure to address all of the questions below:
    • What is the problem?
    • Is this happening just to you or other users in your office?
    • Is it happening in multiple browsers?
    • Are you using a Mac or PC?
    • Is this problem related to Box Sync or Box Edit?
      • Yes: be sure to attach the sync or edit logs from your computer.
      • No: be sure to attach screenshots of your problem. Screenshots are the most helpful resource you can provide when describing your problem.
    • What troubleshooting steps have you already taken?

 

Contacting Box User Services via Chat

To contact a member of the User Services team via you must be signed into the community. Depending on your account type and the availability of an agent, the chat option should appear to you on the right-hand side of community.box.com/help. 

Screen Shot 2016-09-28 at 3.31.13 PM.png

 
Click "Chat with Us". Another widget will pop-up. Enter your details (name and question) and start chatting with us! It's as simple as that! The next available agent will contact you to continue the chat.  

Granting User Services Temporary Access to your Box Account

If you submit a ticket to Box, a Box User Services Representative may ask for temporary access into your Box account in order to troubleshoot your issue. Please follow the steps below to grant your representative temporary access to your account:

  • From within your Box account, open the Account menu by clicking your profile picture (or initials) in the top right corner
  • Click Account Settings
  • On the Diagnostics tab, in the section labelled Access to your Account, click Grant Access.  

User Services and User Research -1

This will grant Box User Services access for five days. You can revoke access at any time by clicking the Revoke Access button.