We’re always working to improve your experience as a courier. Starting this month, we’re introducing a new way for Uber Eats couriers to get support on Discord. If you need assistance, your first step will be to open a ticket on the Discord server for your city. Go to the sub channel #courier-support in the left menu, and fill out the necessary information.
What’s Changing
Previously, you may have reached out directly in chats or contacted various coordinators. Now, with the Ticket Tool, you’ll:
- Get help faster
- Connect with the right support agent
- Ensure your message doesn’t get missed
Be aware that coordinators will no longer review their direct messages, they will only reply to requests created via tickets created on the courier support channel.
How It Works
When you need support, open a new ticket on the sub channel #courier-support. You’ll have to choose from one of three categories:
🛑 SOS Safety Incident
Use this if you’ve had an accident or a safety concern during your shift. A coordinator will respond as soon as possible.
🚫 Can’t go Online
Can’t go online? Open a ticket and provide all necessary info (screenshots, error messages, etc.). We’ll review and help.
❓ Other Topics
For anything else that’s not related to Payments, Contracts, Gear, Orders, or Planning, submit a ticket here. Be as detailed as possible so we can assist quickly.
How to Create a Ticket
To create a ticket, first select the category that matches your issue. After choosing the category, you’ll be asked to fill in some information about the problem. Once you’ve completed the form, click on Create Ticket. Your ticket will then be sent to your coordinator or the team member who is available first.
You can keep track of the tickets you’ve created by looking at the left menu under Open Tickets. Here, you can click on any ticket to review the information you submitted. If you want to see your previous requests, they are stored under Tickets Archive in the left menu.
If you need to follow up on a past ticket, you have the option to reopen it by selecting the closed ticket and clicking on the button ‘Re-open‘ . You can add more details, and a courier coordinator will review your request again.
Important:
For each category you can open only 1 ticket at a time, in case you have a new issue in the same category (Safety, Online Blockers or Other), make sure you close the previous ticket before creating a new request.
Before You Open a Ticket…
Make sure your question isn’t something that should go to:
- Your Staffing Agency: for Payment, Contract, Planning (in case you are still using the staffing agency planner), and Equipment inquiries.
- Uber Support (via the app): for issues with an order, and Planning related questions (in case you are using the Uber Planner). For more information about Planner you can visit this post.
We know switching to a new system can take some getting used to, but this update improves your support experience. With the new ticket system, you’ll get faster responses, we’ll track and resolve your issues more efficiently, and our team will provide more consistent support for everyone. Thanks for your understanding as we work to make things easier for all couriers.
Posted by Uber
Get a ride when you need one
Start earning in your city
Get a ride when you need one
Start earning in your city
Related articles
Most popular
New Support System for Couriers: Faster, Smarter Help Starts Here
Enhancing Personalized CRM Communication with Contextual Bandit Strategies
From Archival to Access: Config-Driven Data Pipelines
