Managing Zoom support options for users in your organization

Account owners and admins can determine whether members and users with custom roles on their account are able to contact Zoom Support through chat, web case, or phone. This may be useful when you want to prevent users on your account from contacting Zoom Support, and instead route them to your organization’s support team.

Depending on which support options an admin has enabled or disabled, a user on the account may see restrictions on the Contact Zoom Support page and the Support Dashboard, informing them which contact methods are not currently permitted by their company’s admin. For example, if a member is not allowed to submit web cases, the case submission option will be disabled. 

Requirements for defining support options

Note: You can only enable or disable support options that are available for your account or plan type. For example, if your account does not have phone support, the phone toggle will be disabled and grayed out, and you won’t be able to change it for your users.

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How to enable or disable Zoom support methods for users on your account

As an admin, you can allow or prevent members and users with custom roles on your account from accessing certain Zoom support methods. After choosing which support types are available, enter a custom message that will appear to users on the Contact Zoom Support page when they are signed in, on the Support Dashboard, and within the chatbot for restricted users that try to chat with an agent.

  1. Sign in to the Zoom Support site as an account owner or admin.
  2. In the top-right corner, click My Account then Support Dashboard.
  3. Locate the Organization Support Preferences section.
  4. Click the Member tab, then do the following:
    1. Click the toggle next to each available support type to enable or disable it for members on your account.
    2. Enter a custom message for your users.
    3. Click Save.
  5. Click the Custom Role tab, then do the following:
    1. Click the toggle next to each available support type to enable or disable it for users with a custom role on your account.
    2. Enter a custom message for your users.
    3. Click Save.