UW-Madison - Submit a Box Support Case

This document explains how to open a support case directly with Box.

  1. To log in to Box Support go to https://uwmadison.box.com/ and log in using your NetID. Click the question mark in the top right corner, then click Help Center.

  2. Arrow pointing to a button with a question mark on it

  3. Click Sign In in the upper right corner. This should automatically sign you in. 

  4. Arrow pointing to "Sign in" in top right corner

  5. Click Contact Support in the top navigation bar.

  6. Arrow pointing to "Contact Support" in the top middle

  7. There will be four buttons that appear.
    1. Submit a Case - This will allow you to submit a case directly to the Box support team, who will respond to you via email with an answer. 
    2. View Cases - This will allow you to view past and current cases you have opened with Box support. 
    3. Chat - This will allow you to chat with an agent. 
    4. Box Community - This is a forum where you can look through others' questions or post your own. 

    Four buttons saying "Submit a Case", "View Cases", "Chat", and "Box Community"

  8. The following steps will explain how to open a case with the Box support team. First, click Submit a Case.

  9. Arrow pointing to "Submit a Case" button

  10. Select the appropriate issue from the dropdown menu. The option you will likely need is Product Issue.

  11. Arrow pointing to "Product Issue" in the dropdown menu

  12. Select the product you are having trouble with (if it is Box Drive or Box Sync, choose Desktop Applications). Then select the specific product from the next dropdown menu. 

  13. The box under "Select a Product" says "Desktop Applications and the dropdown for "Select a Specific Desktop Product" shows multiple desktop applications

  14. Fill out the textbox that prompts you to summarize the issue.

  15. A textbox at the bottom of the screen asks for a brief summary of the issue

  16. Several suggested articles will appear that may help with the issue. If none of these work, click Not finding what you're looking for? Click to proceed.
  17. Fill out the remaining fields that appear, then click Submit.

Keywords:box support, drive, sync, desktop clients, apps, app, applications   Doc ID:110196
Owner:Maya K.Group:Box
Created:2021-04-09 15:44 CDTUpdated:2021-04-30 15:50 CDT
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