Talkdesk aims to provide you with the best possible experience using our products. If you have any queries or concerns, Talkdesk Customer Care is here to assist you - please follow the below instructions for when, how, and what to submit in your support ticket.
Who can submit a ticket
Talkdesk Customer Care will only process tickets submitted by users with a default or custom Administrator role. If any users with other permissions attempt to submit a ticket, it will be automatically closed. If you are not an Administrator, we recommend asking an Administrator at your account to submit the ticket on your behalf.
When should you submit a ticket
For first time users, before contacting Talkdesk Customer Care, please consult the Setting up Talkdesk Requirements and Best Practices to ensure your system meets requirements and supported operating environments.
We recommend submitting a ticket in these scenarios:
- Technical and Product Support:
- Report a potential defect
- Troubleshooting help not solved by the Troubleshooting Guidelines for Admins
- Questions not addressed by one of our documentation portals: Knowledge Base, Developers Documentation, Studio Documentation, Data Dictionary.
- Request the enablement of a feature
- Billing Support:
- Questions or requests related to purchases, payments, or invoicing.
- Phone Numbers Support:
- Request the purchase or registration of phone numbers
- Request the porting of phone numbers
What information you should provide
Please provide as much detail as possible in the “Description” of your ticket so that we may triage your request more swiftly:
- If you've already taken some troubleshooting steps, please share what you’ve tried. For example, restarting the browser or clearing the cache can often solve certain issues.
- If your issue is related to a specific call or other interaction, please provide the unique ID (see here how to get this) and describe:
- What type of issue has happened. For example: If you're experiencing one-way audio, indicate in which direction the audio is missing.
- Type of internet connection the impacted user was using (Wi-Fi or Ethernet).
- Type of audio device being used (e.g., headset, headphones, or earphones).
- Do you see or hear an error message? If yes, please include a screenshot.
- Indicate the frequency and the impact:
- Is this a new issue, or one that you or your team have experienced before? If it happens occasionally, is there a pattern to when it occurs? For example, is it related to inbound or outbound calls, calls to or from a specific country, or calls to or from a specific phone number on your account?
- Is the issue affecting just you, or are other team members experiencing it as well?
- Does the issue happen all the time, or only occasionally?
How to submit a ticket
There are two ways to access the Support Ticket Form:
- Talkdesk “Home” App
- Talkdesk Knowledge Base landing page
Note that sign in is required for both access points. Please see below for details.
Talkdesk Home App
Please consult this video on creating a ticket on your Talkdesk account. For step-by-step direction, see below:
- Log in to your Talkdesk account and go to the “Home” app.
- Click on Customer support [1].
A pop-up window appears.
3. Provide the necessary information, by filling in the form:
- Select your issue from the drop-down menu [2].
- Write down a subject for your ticket [3].
- Provide a description [4].
- Choose the applicable product areas [5].
- Write your email and the CC emails to where you want this support request notification sent to [6].
- To send your request, click Submit [7].
Talkdesk Knowledge Base landing page
To access the Support Portal, signing in is required. As a Talkdesk account Administrator, you automatically have access to the portal, registration is not required. Although you need to use the same email address to sign in to your Talkdesk account and the Support Portal, the passwords aren’t the same.
Click on the Sign In button [1]. You will be taken to the sign in Talkdesk page. Enter your account credentials.
If it’s your first time accessing the Talkdesk Support Portal, select the option Forgot password to receive an email to redefine your Support Portal password.
After signing in, your name should appear in the top right corner of your screen.
To submit a request, please follow these steps:
Click on Submit a Request [2] in the upper right corner of the page. You will be redirected to the "Submit a request" page, where you can choose the issue category from the dropdown [3].
Depending on the category selected, different fields will be presented.
You will be presented with suggested Knowledge Base articles, based on the subject, to help resolve the issue before proceeding with ticket submission.
If you wish to proceed, click Submit at the bottom of the page.
How to view submitted tickets
By clicking on your name and then on My activities, you can see your organization’s Support Portal, where you can view the submitted tickets, the tickets you are cc'd on, or your organization’s tickets (e.g., tickets submitted by other administrators).
How we process your ticket
Upon receipt of your request, our team will triage the reported issue for impact and urgency, before it is assigned to the appropriate team. You will receive an update acknowledging receipt of the ticket and further updates will continue within the ticket until your request is fulfilled, or the issue is resolved. We suggest a virtual meeting or screen-sharing session, or enabling account impersonation.