What if my issue is not covered in the Help Center?

If you have searched the Help Center and still cannot find an answer to your question, our Employee Experience Team is here to help you get back on course quickly.

Before reaching out, please check whether your question is about an active, live shift or an off-shift matter so we can get you to the right support immediately.

Is this an active shift emergency?

The Employee Experience team does not manage active shifts. If you are currently on the clock and experience an emergency or urgent live issue on the road, please follow this protocol:

1. First Step: Contact On-The-Road Support directly through the Zello app.
2. Backup Plan: If the Zello app is down or not working, call your local depot phone number immediately.
3. Last Resort: If you cannot reach anyone through Zello or your depot, you may call the Employee Experience line below as a final resort (keeping in mind that this line is only open during standard business hours and is not a 24/7 emergency dispatch line).

Off-Shift Support

Whatever question or concern you have while not on an active shift, the Employee Experience team is here to support you. We will handle the baseline troubleshooting and escalate your concerns directly to specialized departments like HR or Payroll when necessary.

You can reach us via three channels:

Option 1: Submit a Support Ticket (Best for Non-Urgent Issues).

You can click here to Submit a Support Ticket and our team will review and follow up with you.

To ensure a quick resolution, please include the date/time of the issue, a clear description, and any relevant screenshots or documentation.

• Response Time: Please allow up to 24 hours for a response. Tickets are handled in the order they are received. Please avoid submitting duplicate requests, as this delays processing times.

Option 2: Call/Text the Employee Experience Line

If your inquiry requires a live conversation, you can speak with a team member during our active operating hours.

Employee Experience Hours (CST):

• Monday – Friday: 8:00 AM – 8:00 PM
• Saturday: 10:00 AM – 6:00 PM
• Sunday: Closed

Phone Number: +1 (833) 571-4333

Option 3: Chat

Need quick assistance or want to message our team directly? Use our interactive chat feature located right on your screen.

• How to Access: Look for the chat widget icon in the bottom right corner of your screen to launch the chat window.

• 24/7 Virtual Assistant: You will instantly connect with Ground Support, our virtual agent, who can immediately provide answers to our most common questions.

• Live Agent Support: If you need to speak with a human team member, you can easily request a transfer to chat live with an Employee Experience agent. Live chat is available Monday through Friday, from 9:00 AM to 5:00 PM CT.