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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

View

See the “Accounts” menu entry in the “dark-blue” ribbon at the top of the page, and have the ability to search by account name or ID.

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

View

See the “Organizations” menu entry in the “dark-blue” ribbon at the top of the page, and have access to which “Organizations” (aka Parent Accounts) you own in Talkdesk, and which accounts are under each of those Orgs

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Express Account: Create

Allows having access to a Call-To-Action, inside Organizations that are able to host Talkdesk Express accounts, which pops-up a form where you can trigger a new Talkdesk Express account, without having to connect to the the endpoint: https://docs.talkdesk.com/reference/instantiate-a-trial

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Settings

Change these settings:

• Support Dashboard: Generic Settings

• Talkdesk Express: Express Settings

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Settings

Set Maximum Number of Licenses - Enables setting a maximum number of licenses to be converted from a trial into a paying account of Express

Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Create

Allows a user to create a new Administrator agent for a specific account.

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Change Email

Allows a user to change an agent’s email for a specific account. Also allows for a user to resend the invitation e-mail for unconfirmed users.

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Change Twilio Region

Allows a user to change an agent’s Twilio WebRTC Region for a specific account.

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Change Role

Allows a user to change an agent role to Administrator.

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Reactivate

Reactivate an inactive user

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-

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Agent Assist

Allow user to use Agent Assist

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Remove MFA

Allows a user to remove Multi Factor Authentication from an agent’s login for a specific account.

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-

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Delete External ID

Remove external IDs

View Raw Data

View user raw data

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Export

Allow to export user(s) information

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Impersonate: Interactive Delegation Execute

Delegate access to an account on behalf of a user while keeping track of the original Client Services agent auditing info and permissions

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Change Email

Allows a user to change the user email

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Export

Allows a user to export the list of users

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Auto Recharger: Update

Allows a user to enable/disable the account’s auto recharger feature.

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Cost Report: Request One-time Cost Report

Allows a user to request any previous monthly cost report from the account.

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Cost Report: Request Schedule Cost Report

Allows a user to schedule cost reports to be provided every month or week.

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Cost Report: Discard Schedule Cost Report

Allows a user to cancel a schedule cost report to be sent.

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Credits: Add

Allows a user to add a given amount of credits to a specific account.

Credits: Set

Allows a user to set the account’s credits to a specific amount.

Credits: Remove

Allows a user to remove a given amount of credits from a specific account.

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Credits: Set Overdraft

Allows a user to set the account’s overdraft limit to a specific amount.

Credits: Low Credit Notifications

Allows a user to enable/disable low credit notifications for a specific account.

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Lifecycle: Extend

Allows a user to change the account’s status in Account Lifecycle, by extending in a week the time until the account transitions into the next status.

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Lifecycle: Suspend

Allows a user to change the account status from “Active”” into a “Suspended” status, which means users can still login, but communications have been siloed, i.e. are not possible.

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Lifecycle: Freeze/Unfreeze

Allows a user to change the account status into a “Freeze” / “Unfreeze” status, which means that any planned status change will be either prevented or allowed.

Lifecycle: Reactivate

Allows a user to change the account status back into an “Active” status, which means communications are no longer siloed, i.e. are possible again.

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Lifecycle: Cancel

Allows a user to change the account status from “Suspended” into a “Canceled” status, which means users can still login, but communications have been siloed, i.e. are not possible, and can’t be unsiloed.

Lifecycle: Terminate

Allows a user to change the account status from “Canceled” into a “Terminated” status, with no ability to ever reactivate this account.

Payment Method: Set External Payment

Allows a user to switch the account’s payment method from Credit Card to Invoice.

Payment Provider: Synchronize Account

Allows a user to synchronize a specific account with Zuora.

Payment Provider: Update Provider Details

Update the provider details (account ID, account Number, and currency)

Pricing and Charging: Post Invoice

Allows a user to set post invoice amendment for a specific account.

Pricing and Charging: Usage Based Licenses

Allows a user to set usage-based licenses for a specific account.

Pricing and Charging: Update Rate Plan

Allows a user to customize a rate plan for a specific account.

Pricing and Charging: Automatic Usage Charging

Allows a user to enable automatic usage charging for a specific account.

Pricing and Charging: Manual Usage Charging

Allows a user to process manual usage charging for a specific account.

Subscriptions: Manage Express

Capability to manage Express account subcriptions

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Entries

Allows a user to search for a call SID

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Timeline

Allows a user to search by the call interaction ID

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Contact: Delete

Allows a user to delete all the contacts from a specific account.

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Directory: View

Access to Employee Directory page

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Directory: Submit Job

Allows a user to re-sync the directory providers

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-

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Add VCID

Allows a user to add a Verified Caller ID number to a specific account.

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Add Hold Music

Allows a user to add hold music to a single phone of a specific account.

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Remove Hold Music

Allows a user to remove hold music from a single phone of a specific account.

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Enable Talkdesk SMS

Allows a user to enable the Talkdesk SMS

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Enable Automated Notifications

Allows a user to enable automated notifications

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SIP Settings

Allows a user to perform all X-Connect and SIP related operations on a specific account’s phones.

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View Raw Data

Allows a user to view Phone Number raw data

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Export

Allows a user to export phone numbers information into a CSV file

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Delete

Allows a user to delete greetings from a specific account.

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-

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Account Details: Update Email

Allows a user to change an account’s email.

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Account Details: View Raw Data

Allows a user to view the account raw data

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Manage Emergency Settings

Enable Emergency calls?

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Main Settings: Enable Hold Music

Allows a user to enable hold music for a specific account.

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Main Settings: Mark Voicemails Read

Allows a user to mark all the account's voicemails as read.

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Ring Groups: Add

Allows a user to add ring groups to a specific account through a yaml file.

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Ring Groups: Remove

Allows a user to remove ring groups from a specific account.

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Routing Settings: Enable Idle Time

Allows a user to enable idle time

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UC Settings: Extend Account

Allows a user to extend a CC account to a UC-Phone account.

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UC Settings: Set Account Number

Allows a user to set the default UC-Phone number.

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UC Settings: Set SIP Settings

Allows a user to enable or disable SIP Outbound for a specific account. Also allows a user to apply specific UC providers or update them for that account.

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Account Setup

Ability to upload a .CSV file with pre-populated settings for account setup

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Enable

Allows a user to Enable the Mobile app

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

View

Access to Import Dashboards and Reports page

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Installation: Retry

Allows a user to retry installation of an App for a specific account.

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Installation: Remove

Allows a user to remove installation of an App for a specific account.

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

View

Access to Integrations page

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Executions: Details

Access to the payload details of the actions in the Actions API list

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Page Access: View

Ability to see the API actions, except for the payload details

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Copy Settings

Allows a user to copy the settings of a single phone number to a set of phones from a specific account.

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Ringing Timeout

Allows a user to change the ringing timeout of a set of phones from a specific account.

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Ringing Audio

Allows a user to change the ringing audio of a set of phones from a specific account.

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Add Hold Music

Allows a user to add hold music to a set of phones from a specific account.

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Remove Hold Music

Allows a user to remove hold music from a set of phones from a specific account.

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Delete

Allows a user to delete a set of phones from a specific account.

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Update Ring Groups

Allows a user to update ring groups

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Update Display Name

Allows a user to update the phone number(s) display name

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Add VCID

Allows a user to update the verified caller ID

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Create

Allow to create users using a CSV file

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Update Role

Allow to update role of users using a CSV file

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Copy Settings

Allow to copy a user by providing their user ID

Update Ring Groups

Allow to update role of users using a CSV file

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Update Twilio Region

Allow for Twilio Region to be update to some or all users using a CSV file

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Setup

Allows a user to: add numbers, import IP whitelist, update Carrier, remove/add fallback settings, add and review error codes

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Subscription: View

View the licenses subscribed

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Subscription: Buy License

Buy extra licenses per subscription

Seat Manager: Manage

Attribute licenses to users

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Invoices: View

See invoices related information and download invoices

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Credit Card: View

View credit card details (only partially, to non-sensitive information=

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Credit Card: Update

Update the credit card for a different one

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Payments: View Auto Recharge

Can check the auto-recharge configuration

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Payments: Update auto Recharge

Can change the auto-recharge configuration to automatically credit value from the credit card when the balance gets bellow the defined threshold

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Payments: One Time Payment

Credit the wallet with a one time credit card payment

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Preferences: View Details

View specific billing related details

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Preferences: Cancel Account

Ability to cancel the account

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Cases: View

Can view the identified cases and their details

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Logs: View

Can view users logs regarding login/logout and other details

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Overview: View

Can view the general overview of cases and identified situations

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Reporting: View

Can view existing reports

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Reporting: Update

Can update existing reports

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Reporting: Create

Can create new reports

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Reporting: Delete

Can delete existing reports

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Users: View

Can view user details and status

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Permission

Description

Role

Reseller

Role

Implementation Partner

Role Sub-Reseller

Create Custom

Capability to create custom reports

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Schedule

Capability to schedule reports to be executed and sent via email

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Shared Reports and Dashboards

Capability of sharing reports and dashboards with users

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Dashboards

Has access to dashboards

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Default Reports

Has access to default reports

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