Blog/Submit a callback request for a customer

Submit a callback request for a customer

Support hours are 10 am - 6:30 pm, Monday through Saturday. Below are instructions on how to get customer issues to support inside and outside of business hours.

During business hours

Go to this page on Incognito, or the equivalent in your browser.

In the bottom right corner, you'll see a button that says 'support'. Click that button. Once you click it, you'll see the option to 'Request a callback'. Click that option.

In the phone number field, put the customer's phone number. Put their name in the Name field. In the 'How can we help?' box, put the customer's Chargebee link, and any relevant information about the problem they're having, including what you've done to help them solve it so far.

Please also try to always get the colors of the lights on the base, and what they're doing.

The customer will receive a callback as soon as a rep becomes available. In many cases, this is within 1 minute, but it can take longer if it's an especially busy time.

Outside of business hours

Click here to fill out a form that will submit a ticket on behalf of a customer.

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