Best Practices for Contacting Outreach Technical Support

Created by Aye Myat, Modified on Mon, 9 Feb at 11:02 PM by Alsabana Sahubarali

Objective

We're ready to help! Learn how to look for answers and solutions, as well as submit and manage help requests to our Outreach Support team.

Applies To

Outreach Users

Best Practices for Contacting Support

Start with Outreach Support Self-Service

The Customer Knowledge Base in the Outreach Support Portal here at https://support.outreach.io offers a vast library of configuration, troubleshooting, workflow, and best practice 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. Additionally, you can:

ask our helpful Support AI Assistant for answers and solutions.
use the search bar to find an answer from within our help articles, training materials, and webinars.
manually browse through Knowledge Base categories and sections.

Still need help? Start by signing in to the Support Portal through the login link in the upper right of the site, or from your Outreach instance. Learn more here.

Pick the Best Channel to Engage with Our Support Agents

Your Support Plan and User Profile settings for Support will determine what channels are available to you for contacting our team.

*** IMPORTANT *** Please do not include any non-essential personal identifying information (PII), or any protected health information (PHI) in any communications you send to us. Although data in the system is encrypted, it is not intended to store or process any PII or PHI information. Please keep in mind that information shared within these tickets is triaged and routed to the appropriate parties. There is a possibility that information you include in a ticket may be read by parties in addition to the person to whom it is addressed.

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 Conversation in the Support Widget. Use this channel for both session-based chats, as well as ongoing, persistent conversations with our support team.
Note: To start or access conversations in the Support Widget from your Outreach application, click the question mark icon in the top menu, then Get help.

Enterprise Customers

Start a Conversation in the Support Widget. Use this channel for both session-based chats, as well as ongoing, persistent conversations with our support team.
Submit a Phone Case via the Support Widget. Use this channel for support issues that are time-sensitive.
Note: Conversation and Call options are available from your Outreach application by clicking the question mark icon in the top menu, then Live Support.

Follow Ticket Best Practice Guidelines

Please submit only one issue per ticket for effective resolution.
If submitting a ticket online, be sure to include this critical information:
- 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.
If submitting a ticket online or starting a conversation in the Support Widget, set your Business Impact level based on the challenge you are experiencing.
- P1 Critical - Production Outage
  Outreach Services are not functioning, causing mission-critical business operations to be non-operational. No workaround available.
- P2 High - Degraded Performance
  Issue in the Outreach Services causing severely degraded performance, or critical functionality is unavailable. No workaround available.
- P3 Normal - Minor Issue or Bug
  Outreach features are not functioning in accordance with documentation but major features are working correctly; most business operations continue. Workaround is available.
- P4 Minor - Request or General Inquiry
  General question about Outreach account or request for support.

Stay Connected as We Find 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.

Finally, if you have a Plus or Enterprise Support Plan and started conversations in the Support Widget, you can pick those open conversations up at any point.