Important to Notice
- Partners are required to deliver end-customer support in accordance with the terms and conditions outlined in their respective reseller agreement established with Talkdesk.*
- Prior to obtaining access to the tools necessary to provide such support, partners must successfully complete the mandatory Talkdesk Support Training.
- Once Partner has completed the requisite training, Talkdesk will grant access to a suite of tools designed to foster self-sufficiency in the provision of support for all accounts resold by the partners, irrespective of whether these accounts include Talkdesk Express.
- Noteworthy among these tools are the Support Dashboard and the Billing Insights API, empowering partners to efficiently manage and address support-related concerns for their respective resold accounts within the Talkdesk framework.
*may not apply to all partners. Consult your reseller agreement for applicable terms and conditions.
Submit a Request
To open a Support Ticket with Talkdesk Support, users are able to leverage a Call-to-Action (CTA) in the top right hand corner of theHome app, titles “Submit a request”, as shown below.
Support to be provided by the Talkdesk Partner
Per Talkdesk Org, you as a Talkdesk Partner, can decide which URL the user is redirected to, or to which email address an email is sent, once the user clicks on the “call-to-action” in the Talkdesk Express instance.
- This means partners start receiving the intake of support tickets being created by users in Talkdesk Instances under each one of their respective Talkdesk Organisations.
- To know more on how to set it up, please visit: Support Dashboard: Generic Settings
Support to be provided by Talkdesk
A form pops-up and the user is able to pick from the available options, as shown below. Users are ask to include as much information about the issue as possible, as a way to endure the issue is tackled and fixed as swiftly as possible.