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Support Dashboard: Partner Role-Based Permissions
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This article lists the Support Dashboard permissions available to each partner role: Reseller, Implementation Partner and Sub-Reseller. A ✅ means the role has the permission. A “-” means it does not.

General Access

Accounts

Permission Description Reseller Implementation Partner Sub-Reseller
Page Access: View Shows the “Accounts” menu entry in the dark-blue ribbon at the top of the page and lets you search for an account by name or ID. ✅ ✅ ✅

Users

Not available to the Reseller, Implementation Partner or Sub-Reseller roles.

Organizations

Permission Description Reseller Implementation Partner Sub-Reseller
Page Access: View Shows the “Organizations” menu entry in the dark-blue ribbon at the top of the page. Lets you see which Organizations (parent accounts) you own in Talkdesk and which accounts belong to each one. ✅ - ✅
Organization: Create Allows a user to create a new Organization (parent account). - ✅ -
Account: Create Allows a user to create a new account inside an Organization. - ✅ -
Express Account: Create Adds a call-to-action inside Organizations that can host Talkdesk Express accounts. It opens a form to create a new Express account without calling the Instantiate a trial endpoint (https://docs.talkdesk.com/reference/instantiate-a-trial). ✅ - ✅
Settings: Change Allows a user to change the Support Dashboard generic settings and the Talkdesk Express settings. ✅ - ✅
Settings: Change Billing Info Allows a user to change an Organization’s billing information. - - -
Settings: Change Name Allows a user to change an Organization’s name. - - -
Settings: Change Parent Account Allows a user to change an Organization’s parent account. - - -
Settings: Change Type Allows a user to change an Organization’s type. - - -
Settings: Set Max. Number of Licenses Allows a user to set the maximum number of licenses that can be converted from a trial into a paying Talkdesk Express account. - - -

Customer Account - Basics

Agents

Permission Description Reseller Implementation Partner Sub-Reseller
Create Allows a user to create a new Administrator agent in a specific account. ✅ ✅ ✅
Change Email Allows a user to change an agent’s email address in a specific account. Also lets the user resend the invitation email to unconfirmed users. ✅ ✅ ✅
Change Twilio Region Allows a user to change an agent’s Twilio WebRTC region in a specific account. - ✅ -
Change Role Allows a user to change an agent’s role to Administrator. ✅ ✅ ✅
Reactivate Allows a user to reactivate an inactive agent. ✅ - ✅
Agent Assist Allows a user to use Agent Assist. ✅ ✅ ✅
Remove MFA Allows a user to remove multi-factor authentication (MFA) from an agent’s login in a specific account. ✅ - ✅
Delete External ID Allows a user to remove an agent’s external IDs. - ✅ -
View Raw Data Allows a user to view an agent’s raw data. - ✅ -
Export Allows a user to export agent information. ✅ ✅ ✅
Impersonate: Interactive Delegation Execute Allows a user to access an account on behalf of another user, while keeping the original Client Services agent’s audit information and permissions. ✅ ✅ ✅
Page Access: View Shows the Agents page. ✅ ✅ ✅

Users

Permission Description Reseller Implementation Partner Sub-Reseller
Change Email Allows a user to change a user’s email address. ✅ ✅ ✅
Export Allows a user to export the list of users. ✅ ✅ ✅
Page Access: View Shows the Users page. ✅ ✅ ✅

Billing

Permission Description Reseller Implementation Partner Sub-Reseller
Auto Recharger: Update Allows a user to enable or disable the account’s auto-recharge feature. - - -
Cost Report: Request One-time Cost Report Allows a user to request a previous monthly cost report for the account. ✅ - -
Cost Report: Request Schedule Cost Report Allows a user to schedule cost reports to be delivered every month or every week. ✅ - -
Cost Report: Discard Schedule Cost Report Allows a user to cancel a scheduled cost report. ✅ - -
Credits: Add Allows a user to add a specific amount of credits to an account. - - -
Credits: Set Allows a user to set the account’s credits to a specific amount. - - -
Credits: Remove Allows a user to remove a specific amount of credits from an account. - - -
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 or disable low-credit notifications for an account. - - -
Lifecycle: Extend Allows a user to extend the account’s current Account Lifecycle status by one week before it moves to the next status. ✅ - -
Lifecycle: Suspend Allows a user to change the account status from “Active” to “Suspended”. Users can still log in, but communications are blocked. ✅ - -
Lifecycle: Freeze/Unfreeze Allows a user to freeze or unfreeze the account status. While the status is frozen, planned status changes are prevented. When it is unfrozen, they are allowed again. ✅ - -
Lifecycle: Reactivate Allows a user to change the account status back to “Active”, which lifts the communication block. ✅ - -
Lifecycle: Cancel Allows a user to change the account status from “Suspended” to “Canceled”. Users can still log in, but communications are blocked and cannot be unblocked. ✅ - -
Lifecycle: Terminate Allows a user to change the account status from “Canceled” to “Terminated”. A terminated account can never be reactivated. ✅ - -
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 an account with Zuora. - - -
Payment Provider: Update Provider Details Allows a user to update the payment provider details (account ID, account number and currency). - - -
Pricing and Charging: Post Invoice Allows a user to set a post-invoice amendment for an account. - - -
Pricing and Charging: Usage Based Licenses Allows a user to set usage-based licenses for an account. - - -
Pricing and Charging: Update Rate Plan Allows a user to customize an account’s rate plan. - - -
Pricing and Charging: Automatic Usage Charging Allows a user to enable automatic usage charging for an account. - - -
Pricing and Charging: Manual Usage Charging Allows a user to process manual usage charging for an account. - - -
Subscription: Manage Express Allows a user to manage Talkdesk Express account subscriptions. ✅ - -
Page Access: View Shows the Billing page. ✅ ✅ -

Calls

Permission Description Reseller Implementation Partner Sub-Reseller
Entries Allows a user to search for a call by its call SID. ✅ ✅ ✅
Timeline Allows a user to search for a call by its interaction ID. ✅ ✅ ✅
Page Access: View Shows the Calls page. ✅ ✅ ✅

Contacts

Permission Description Reseller Implementation Partner Sub-Reseller
Contact: Delete Allows a user to delete all contacts from an account. ✅ ✅ ✅
Directory: View Shows the Employee Directory page. ✅ ✅ ✅
Directory: Submit Job Allows a user to re-sync the directory providers. ✅ - ✅
Page Access: View Shows the Contacts page. ✅ ✅ ✅

Phone Numbers

Permission Description Reseller Implementation Partner Sub-Reseller
Add VCID Allows a user to add a Verified Caller ID (VCID) number to an account. ✅ ✅ ✅
Add Hold Music Allows a user to add hold music to a single phone number in an account. ✅ ✅ ✅
Remove Hold Music Allows a user to remove hold music from a single phone number in an account. ✅ ✅ ✅
Enable Talkdesk SMS Allows a user to enable Talkdesk SMS. ✅ ✅ ✅
Enable Automated Notifications Allows a user to enable automated notifications. - ✅ -
SIP Settings Allows a user to perform all X-Connect and SIP-related operations on an account’s phone numbers. ✅ ✅ ✅
View Raw Data Allows a user to view a phone number’s raw data. - ✅ -
Export Allows a user to export phone number information to a CSV file. ✅ ✅ ✅
Page Access: View Shows the Phone Numbers page. ✅ ✅ ✅

Greetings

Permission Description Reseller Implementation Partner Sub-Reseller
Greeting: Delete Allows a user to delete greetings from an account. ✅ - ✅
Page Access: View Shows the Greetings page. ✅ ✅ ✅

Global Settings

Permission Description Reseller Implementation Partner Sub-Reseller
Account Details: Update Email Allows a user to change an account’s email address. ✅ ✅ ✅
Account Details: View Raw Data Allows a user to view an account’s raw data. - ✅ -
Account Details: Change Organization Allows a user to move an account to a different Organization. - - -
Emergency Settings: Manage Emergency Settings Allows a user to manage emergency settings, including enabling emergency calls. - - -
Emergency Settings: View Emergency Settings Allows a user to view an account’s emergency settings. ✅ - ✅
Main Settings: Enable Hold Music Allows a user to enable hold music for an account. ✅ ✅ ✅
Main Settings: Mark Voicemails Read Allows a user to mark all of an account’s voicemails as read. ✅ ✅ ✅
Page Access: View Shows the Settings page. ✅ ✅ ✅
Ring Groups: Add Allows a user to add ring groups to an account by uploading a YAML file. ✅ ✅ ✅
Ring Groups: Remove Allows a user to remove ring groups from an account. ✅ ✅ ✅
Routing Settings: Enable Idle Time Allows a user to enable idle time. ✅ - ✅
Twilio Edge Locations: Manage Twilio Edge Locations Allows a user to manage an account’s Twilio edge locations. - - -
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 an account, and to apply or update UC providers for that account. - ✅ -
Account Setup: Page Access: View Allows a user to upload a CSV file with pre-populated settings to set up an account. - ✅ -

Mobile

Permission Description Reseller Implementation Partner Sub-Reseller
Mobile: Enable Allows a user to enable the mobile app. - ✅ -
Page Access: View Shows the Mobile page. - ✅ -

Import Dashboards and Reports

Permission Description Reseller Implementation Partner Sub-Reseller
Page Access: View Shows the Import Dashboards and Reports page. ✅ ✅ ✅

Customer Account - Operations

App Connect

Permission Description Reseller Implementation Partner Sub-Reseller
Installation: Retry Allows a user to retry the installation of an app in an account. ✅ - -
Installation: Remove Allows a user to remove an app installation from an account. ✅ - -
Provisioning: Deprovision Account Allows a user to deprovision an account. - - -
Page Access: View Shows the App Connect page. ✅ ✅ -

Integrations

Permission Description Reseller Implementation Partner Sub-Reseller
Page Access: View Shows the Integrations page. ✅ ✅ ✅

Actions API

Permission Description Reseller Implementation Partner Sub-Reseller
Executions: Details Allows a user to see the payload details of the actions in the Actions API list. - ✅ -
Page Access: View Shows the Actions API list, without the payload details. ✅ ✅ ✅

Phone Numbers Bulk Operations

Permission Description Reseller Implementation Partner Sub-Reseller
Copy Settings Allows a user to copy the settings of one phone number to a set of phone numbers in an account. - ✅ -
Ringing Timeout Allows a user to change the ringing timeout of a set of phone numbers in an account. ✅ ✅ ✅
Ringing Audio Allows a user to change the ringing audio of a set of phone numbers in an account. ✅ ✅ ✅
Add Hold Music Allows a user to add hold music to a set of phone numbers in an account. ✅ ✅ ✅
Remove Hold Music Allows a user to remove hold music from a set of phone numbers in an account. ✅ ✅ ✅
Delete Allows a user to delete a set of phone numbers from an account. - ✅ -
Update Ring Groups Allows a user to update the ring groups of a set of phone numbers. ✅ ✅ ✅
Update Display Name Allows a user to update the display name of one or more phone numbers. ✅ ✅ ✅
Add VCID Allows a user to update the Verified Caller ID (VCID) of a set of phone numbers. ✅ ✅ ✅
Page Access: View Shows the Phone Numbers Bulk Operations page. ✅ ✅ ✅

Agents Bulk Operations

Permission Description Reseller Implementation Partner Sub-Reseller
Create Allows a user to create agents by uploading a CSV file. ✅ ✅ ✅
Update Role Allows a user to update agent roles by uploading a CSV file. ✅ ✅ ✅
Copy Settings Allows a user to copy an agent’s settings to other agents by providing the agent’s user ID. - - -
Update Ring Groups Allows a user to update agents’ ring groups by uploading a CSV file. ✅ ✅ ✅
Update Twilio Region Allows a user to update the Twilio region of some or all agents by uploading a CSV file. - ✅ -
Page Access: View Shows the Agents Bulk Operations page. ✅ ✅ ✅

Setup SIP Forwarding

Permission Description Reseller Implementation Partner Sub-Reseller
SIP Forwarding: Setup Allows a user to add numbers, import an IP whitelist, update the carrier, add or remove fallback settings, and add and review error codes. - ✅ -
Page Access: View Shows the Setup SIP Forwarding page. - ✅ -

Recordings

Permission Description Reseller Implementation Partner Sub-Reseller
Recording: Delete Allows a user to delete recordings from an account. ✅ - ✅
Page Access: View Shows the Recordings page. ✅ ✅ ✅

Provisioning

Permission Description Reseller Implementation Partner Sub-Reseller
Licenses: Add Allows a user to add licenses to an account. - - -

Right to Be Forgotten (RTBF)

Not available to the Reseller, Implementation Partner or Sub-Reseller roles.

Admin - Billing

Billing administration

Permission Description Reseller Implementation Partner Sub-Reseller
Subscription: View Allows a user to view the subscribed licenses. ✅ - -
Subscription: Buy Licenses Allows a user to buy additional licenses for a subscription. - - -
Seat Manager: Manage Allows a user to assign licenses to users. ✅ - -
Invoices: View Allows a user to see invoice information and download invoices. ✅ - -
Credit Card: View Allows a user to view credit card details, limited to non-sensitive information. ✅ - -
Credit Card: Update Allows a user to replace the credit card on file with a different one. ✅ - -
Payments: View Auto Recharge Allows a user to view the auto-recharge configuration. ✅ - -
Payments: Update Auto Recharge Allows a user to change the auto-recharge configuration, which automatically adds credit from the credit card when the balance falls below a defined threshold. ✅ - -
Payments: One Time Payment Allows a user to add credit to the wallet with a one-time credit card payment. ✅ - -
Preferences: View Details Allows a user to view billing-related details. ✅ - -
Preferences: Cancel Account Allows a user to cancel the account. ✅ - -

Admin - Service Settings

Numbers

Permission Description Reseller Implementation Partner Sub-Reseller
Numbers: View Allows a user to view an account’s numbers. ✅ - ✅
Numbers: Edit Settings Allows a user to edit the settings of an account’s numbers. ✅ - ✅
Numbers: Buy Allows a user to buy numbers for an account. ✅ - ✅
Numbers: Delete Allows a user to delete numbers from an account. ✅ - ✅

Guardian

Guardian

Permission Description Reseller Implementation Partner Sub-Reseller
Cases: View Allows a user to view identified cases and their details. ✅ - ✅
Logs: View Allows a user to view user logs for login, logout and other activity. ✅ - ✅
Overview: View Allows a user to view the general overview of cases and identified situations. ✅ - ✅
Reporting: View Allows a user to view existing reports. ✅ - ✅
Reporting: Update Allows a user to update existing reports. ✅ - ✅
Reporting: Create Allows a user to create new reports. ✅ - ✅
Reporting: Delete Allows a user to delete existing reports. ✅ - ✅
Users: View Allows a user to view user details and status. ✅ - ✅

Explore: Reports and Dashboards

Explore

Permission Description Reseller Implementation Partner Sub-Reseller
Create Custom: Manage Allows a user to create custom reports. ✅ - -
Schedule: Manage Allows a user to schedule reports to run and be sent by email. ✅ - -
Shared Reports & Dashboards: View Allows a user to view reports and dashboards shared with them, and to share reports and dashboards with other users. ✅ - -

Dashboards

Each dashboard has its own “View” permission. Only the Reseller role has them; Implementation Partner and Sub-Reseller have none.

Granted to Reseller: Agent Contacts Volumes Durations; Agents | Agent Details; Calls; Case; Case SLA; Chat; Contacts Service Level; Digital Engagement; Dispositions; Email; Inbound; Inbound Contacts Volumes Durations; Numbers | Number Details; Outbound; Outbound Contacts Volumes Durations; Recent Activity Multichannel; Ring Attempts; SMS; Sentiment; Service Level; Billing Usage; Connections Actions Executions Dashboard.

Not granted to Reseller: Automation Flows Dashboard; E911 call report; Outbound Dialer Campaign; WFM Historical Dashboard.

Default Reports

Each default report has its own “View” permission. Only the Reseller role has them; Implementation Partner and Sub-Reseller have none.

Granted to Reseller: AI Conversation Markers Report; Account Breakdown; Activity; Advanced Dialer Calls Report; Agent Assistant Recommendation; Agents; Agents Breakdown; Agents Inbound Dispositions; Agents Outbound Dispositions; Agents Status; CSAT Messages; Calls; Contacts; Contacts’ Ring Groups Summary; Contacts’ Volumes and Durations by Day of the Week; Contacts’ Volumes and Durations by Hour of Day; Digital Contacts; Digital Messages; Feedback Flow; Identity Activities; Inbound Dispositions; Numbers; Numbers Breakdown; Numbers Inbound Dispositions; Numbers Outbound Dispositions; Omnichannel; Outbound Dialer Calls; Outbound Dispositions; PM Improvement and Attainment Report; PM Results Analysis Report; PM Results Trend Report; Patient Interactions; QM Evaluation Analysis; Ring Attempts; Ring Attempts Summary; Screen Recording Storage Daily Sum Report; Studio Flow Execution; Tags Breakdown; Teams’ Contacts Summary; Users’ Contacts Summary; WFM Default Timeseries Report; WFM Schedule Adherence; WFM Team Schedule Report; Audit Logs Report; Billing Usage Aggregated Cost Report; Billing Usage Contact Country; Billing Usage Cost Report; Billing Usage Phone Number; Billing Usage Queues; Billing Usage Transactions; Billing Usage Type; Connections Actions Executions Report; GDPR Status Report; Interaction Custom Fields Report.

Not granted to Reseller: Advanced Dialer Agent Productivity Report; Appointment Scheduler Report; Automation Flows Report; Customer Omnichannel; E911 call report; Emergency Settings Compliance Report; Insurance Interactions; Journey Execution Report; Journey Node Outcome Report; Messaging Delivery; QM Acknowledgement Report; QM Evaluation Metrics; Scheduled Callback Calls Report; WFM Adherence Percentage Report; WFM Default Forecast Accuracy Report; WFM Over Under Report; WFM Schedule Change History; WFM Shrinkage Report.

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