Support Dashboard: Partner Role-Based Permissions

General Access

Accounts

Permission

Description

Role

Reseller

Role

Implementation Partner

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.

Check

Check

 

Users

(Not available to either the “Reseller” not the “Implementation Partner” roles)

 

Organizations

Permission

Description

Role

Reseller

Role

Implementation Partner

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

Check

 

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

Check

 

Settings

Change these settings:

Check

 

 

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

 

 

 

Customer Account - Basics

 

Agents

Permission

Description

Role

Reseller

Role

Implementation Partner

Create

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

Check

Check

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.

Check

Check

Change Twilio Region

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

 

Check

Change Role

Allows a user to change an agent role to Administrator.

Check

Check

Reactivate

Reactivate an inactive user

Check

Check

Agent Assist

Allow user to use Agent Assist

Check

Check

Remove MFA

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

Check

Check

Delete External ID

Remove external IDs

 

 

View Raw Data

View user raw data

 

Check

Export

Allow to export user(s) information

Check

Check

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

Check

Check

 

Users

Permission

Description

Role

Reseller

Role

Implementation Partner

Change Email

Allows a user to change the user email

Check

Check

Export

Allows a user to export the list of users

Check

Check

 

Billing

Permission

Description

Role

Reseller

Role

Implementation Partner

Auto Recharger: Update

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

Check

 

Cost Report: Request One-time Cost Report

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

Check

Check

Cost Report: Request Schedule Cost Report

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

Check

Check

Cost Report: Discard Schedule Cost Report

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

Check

Check

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.

Check

 

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.

Check

 

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.

Check

 

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.

Check

 

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.

Check

 

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.

 

 

 

Calls

Permission

Description

Role

Reseller

Role

Implementation Partner

Entries

Allows a user to search for a call SID

Check

Check

Timeline

Allows a user to search by the call interaction ID

Check

Check

 

Contacts

Permission

Description

Role

Reseller

Role

Implementation Partner

Contact: Delete

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

Check

Check

Directory: View

Access to Employee Directory page

Check

Check

Directory: Submit Job

Allows a user to re-sync the directory providers

Check

Check

 

Phone Numbers

Permission

Description

Role

Reseller

Role

Implementation Partner

Add VCID

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

Check

Check

Add Hold Music

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

Check

Check

Remove Hold Music

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

Check

Check

Enable Talkdesk SMS

Allows a user to enable the Talkdesk SMS

Check

Check

Enable Automated Notifications

Allows a user to enable automated notifications

 

Check

SIP Settings

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

Check

Check

View Raw Data

Allows a user to view Phone Number raw data

 

Check

Export

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

Check

Check

 

Greetings

Permission

Description

Role

Reseller

Role

Implementation Partner

Delete

Allows a user to delete greetings from a specific account.

Check

Check

 

Global Settings

Permission

Description

Role

Reseller

Role

Implementation Partner

Account Details: Update Email

Allows a user to change an account’s email.

Check

Check

Account Details: View Raw Data

Allows a user to view the account raw data

 

Check

Manage Emergency Settings

Enable Emergency calls?

 

Check

Main Settings: Enable Hold Music

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

Check

Check

Main Settings: Mark Voicemails Read

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

Check

Check

Ring Groups: Add

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

Check

Check

Ring Groups: Remove

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

Check

Check

Routing Settings: Enable Idle Time

Allows a user to enable idle time

Check

Check

UC Settings: Extend Account

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

 

 

UC Settings: Set Account Number

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

 

 

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.

 

 

Account Setup

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

 

Check

 

Mobile

Permission

Description

Role

Reseller

Role

Implementation Partner

Enable

Allows a user to Enable the Mobile app

 

Check

 

Delete Account Data

(Not available to either the “Reseller” not the “Implementation Partner” roles)

 

Import Dashboards and Reports

Permission

Description

Role

Reseller

Role

Implementation Partner

View

Access to Import Dashboards and Reports page

Check

Check

 

 

Customer Account - Operations

 

App Connect

Permission

Description

Role

Reseller

Role

Implementation Partner

Installation: Retry

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

Check

 

Installation: Remove

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

Check

 

 

Integrations

Permission

Description

Role

Reseller

Role

Implementation Partner

View

Access to Integrations page

Check

Check

 

Actions API

Permission

Description

Role

Reseller

Role

Implementation Partner

Executions: Details

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

Check

Check

Page Access: View

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

 

Check

 

Phone Bulk Operations

Permission

Description

Role

Reseller

Role

Implementation Partner

Copy Settings

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

 

Check

Ringing Timeout

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

Check

Check

Ringing Audio

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

Check

Check

Add Hold Music

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

Check

Check

Remove Hold Music

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

Check

Check

Delete

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

 

Check

Update Ring Groups

Allows a user to update ring groups

Check

Check

Update Display Name

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

Check

Check

Add VCID

Allows a user to update the verified caller ID

Check

Check

 

SMS Toll-free Verification

(Not available to either the “Reseller” not the “Implementation Partner” roles)

 

Agents Bulk Operations

Permission

Description

Role

Reseller

Role

Implementation Partner

Create

Allow to create users using a CSV file

Check

Check

Update Role

Allow to update role of users using a CSV file

Check

Check

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

Check

Check

Update Twilio Region

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

 

Check

 

Port Numbers

(Not available to either the “Reseller” not the “Implementation Partner” roles)

 

Setup SIP Forwarding

Permission

Description

Role

Reseller

Role

Implementation Partner

Setup

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

 

Check

 

Case Management

(Not available to either the “Reseller” not the “Implementation Partner” roles)

 

RTBF - Right To Be Forgotten

(Not available to either the “Reseller” not the “Implementation Partner” roles)

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