How to Access the Call Me Now Feature
Overview
The Call Me Now feature on the Meraki dashboard lets you request a call from Meraki Support directly from the dashboard. For more information on the new case creation experience, refer to the Support Center Case Submission article.
For answers to commonly asked questions about the Call Me Now feature, Refer to the FAQ for Call Me Now article.
The Call Me Now feature is integrated within the enhanced case submission experience. To request a call using this feature, follow these steps:
- Navigate to the Meraki dashboard’s Support Center:
- Select the product or platform related to your case
- Select the impacted device
- Enter a new case, or select an existing case:
- Existing Case: Select the case you are calling about. On the next page, choose the “Call Me Now” option
- New Case: Create a new case and select the Call Me Now feature from the contact options.
Benefits
The Call me now feature comes with several benefits that are designed to improve your experience of getting help from Meraki Support when you need it. Some of the benefits are as follows:
- Skip all phone prompts.
- Receive a call from Meraki Support immediately and get placed in line for next available Support person.
- Providing case details before connecting with phone support, so the support team can assign the most appropriate engineer to your case.
Step-by-step instructions
You can access the Call Me Now feature in two ways:
Access for new cases
To access the Call Me Now feature, follow these steps:
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Navigate to the dashboard.
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Select the question mark (?) icon in the top-right corner of the dashboard.
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Select Support Center from the list.
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Choose any product or platform category tile under the Get Help tab.
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Select the impacted device.
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Select Next.
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Enter the new case details.
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Select a severity level: Severity 1, Severity 2, Severity 3, or Severity 4.
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Select Next.
10. Choose the Call Me Now option under Select contact option.
Severity 1 and 2:
Severity 3 and 4:
Access for existing cases
To access the Call Me Now feature for existing open cases, follow the steps below:
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Navigate to the dashboard.
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Select the question mark (?) icon in the top-right corner of the dashboard.
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Select Support Center from the list.
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Select the My Cases tab.
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Select an open case.
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Select Call Us in the top-right corner of the My Cases page.
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Choose the Call Me Now option.
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Select your country code.
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Enter your phone number.
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Select the Call me now button.
Call options
On the Select contact option page for a new case, or the Call Support Team page for an open case, you have two call options:
- Call Me Now
- Call in
Call Me Now
Select Call Me Now to receive a call from Meraki Support without dialing in or navigating phone prompts. If you select this option and provide your case information, Meraki Support calls you and places you in line for the next available support engineer.
To use this option, follow these steps:
- Provide your country code and a callback phone number.
- Select the Call me now button in the bottom-right corner.
Call in
You can also call Meraki Support directly. To do so, follow these steps:
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Select the Call in option.
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Select View support number to get the contact number.
You also receive a Case number and Support Passcode, which are required for the call-in experience.
If you choose to call in, provide your case information in advance. This helps route your call to the most appropriate support engineer for your case.