*NEW* We’ve made it easier to connect with phone support from dashboard

[MiriamK]

We heard your requests for faster support and issue resolution – we’re excited to announce our Call Me Now case creation option is now available (in beta) in the Meraki dashboard.

With Call Me Now, your experience is more efficient than manually calling us. After providing a few basic case details, you’ll receive a faster and smoother phone support experience that connects you to a skilled Support Engineer.

Visit our documentation to learn more about Call Me Now.

What’s new

• Use Call Me Now and skip entering case/account numbers in the Support phone menu prompt for a smoother experience
• Your case details will be used to route your call to a suitably skilled Support Engineer to facilitate faster issue resolution

 
How it works

1. From the dashboard, navigate to the “Get Help” page, select one of the product tiles in the “Pick a Tile to Contact Support” section, and click on “Call me now”
2. Complete the form to provide a few details about your case
3. Click “Request a Phone Call” to immediately receive a call from Meraki Support and be connected to the next available Support Engineer

Availability
The first deployment of this feature will be available for English speaking customers in the US, UK, India and Australia.

Interested in giving your feedback for future support initiatives?
Share your email with our team at this link - we'd love to have you influence the future of support.

[TyShawn]

I like the call me now feature, but here are my thoughts:

Love:

The system does call you at the assigned number.

When a rep is connected they have all the info from the ticket.

Like:

• The overall process isn't bad.

Dislike:

• The system calls you just to place you on hold until an agent is free.

Change Request:

• Change to wording to "Call Back"
• Once the ticket is placed inform the admin of an ETA on when to expect a call back, then have the system call when the admin is next in the queue.