How to Submit a Support Ticket

Talkdesk aims to provide you with the best possible experience using our products. If you have any queries or concerns, please reach out to us by submitting a ticket on the Support Portal. In order for us to assist you quickly and effectively, please provide us with as much information as possible with your request. When, how, and what to submit with your ticket is outlined below.

 

When should you submit a ticket

We recommend submitting a ticket on the Support Portal in these scenarios:

 

What information you should provide

If after reviewing the Troubleshooting Guidelines for Admins, you have additional inquiries, 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 let us know what you did. For example, restarting the browser or clearing the cache can often solve certain issues.
  • If this is your first time contacting us, please make sure your system meets our requirements, especially using Google Chrome or Microsoft Edge as your browser.
  • 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

The Support Portal is accessible from the landing page of our Talkdesk Knowledge Base, located at support.talkdesk.com.

Notes: 

  • We can 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 to submit the ticket on your behalf.

  • Other users, such as Agents and Supervisors, can sign in to the Support Portal to subscribe to Knowledge Base content, however, they don’t have access to tickets.

 

Signing in

As a Talkdesk account Administrator, you don’t need to register, as we have provided you with access to the Support Portal in advance. You can sign in by clicking on the Sign In button [1] and then using the same e-mail address that you use to access Talkdesk. 

Note: Although you need to use the same email address to sign in to your Talkdesk account and the Support Portal, the passwords are not the same. 

If this is the first time you are accessing the Talkdesk Support Portal, select the option Forgot password and we will email you the instructions to redefine your Support Portal password right away. 

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 that you select, different fields will be presented to you. 

Be as descriptive as possible. You will be presented with suggested Knowledge Base articles based on the subject, that we recommend reviewing before proceeding with the ticket submission. 

If you wish to proceed, click Submit at the bottom of the page. 

Clicking on your name and then on My activities will take you to your organization’s Support Portal, where you can view the tickets you’ve submitted and 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, prior to it being 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. In some cases, for a more detailed troubleshooting, we may suggest a virtual meeting or screen-sharing session, or enabling account impersonation.

 

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