MySupport | How do I Request a Callback from Daktronics?
Topic
- Can a technician call me back?
- Can I request a callback window for an existing case or a new case?
- Can I request a callback to go to another employee?
Environment
- Product:
- Component:
- Control System: MySupport https://www.daktronics.com/mysupport
Steps
To request a callback on a new or existing case, begin by:
- Select the Schedule a support call for an existing case on the Home page of MySupport. You must be the Primary Contact on the existing case to create a callback.
- You can select from any existing cases or
- You can select to create a new case for callback.
- Contact Information:
- To update your information, check the box "Update your contact info".
- Complete all Required Fields with *
- Reason for Callback Request: Provide details on why you want a service agent to contact you. (ie: visual/blank issue, need software support)
- Contact: As the creator of the callback your name will be pulled into this field.
- Select how you would like to receive notifications about your callback. Click down arrow to view options.
- You will receive a confirmation when the callback is scheduled, when an agent has received your case and is getting ready to call you and if we attempt to call you but are unable to reach you.
- If you would like to be contacted by text message you will need to Opt into SMS; see MySupport | How To Opt In To SMS Text Messaging from your MySupport Account
- Number to call: Click down arrow to view options. Only phone numbers that are in your profile will be available to choose from.
- Secondary Contact: If there is another contact that should be notified of a callback, you can search the field and add that individual; note that they will be notified by email.
- Date for Callback: Select the calendar icon to choose the callback date to reach you.
- Select the dropdown menu titled "Hour in which the callback window will begin" and choose from the available options which hour the callback window should begin.
- Please note that we will call you within an hour of the selected time.
- Hit Submit button.
KB ID: 000025528
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