Who provides support to the end customers for Talkdesk Express?
Resellers are required to deliver end-customer support under the terms and conditions outlined in their respective Reseller Agreement established with Talkdesk.*
*Applicability of these terms and conditions may vary for resellers. Please consult your Reseller Agreement for specific terms and conditions.
Is there a centralized platform to manage account configurations, details, and operations?
Yes, the Support Dashboard for resellers. This platform serves as a unified hub for all account-related operations, providing a seamless and efficient way to manage configurations in a single place, ensuring smooth management.
How can I request access to the Support Dashboard?
Resellers can initiate a request through collaborative engagement with their designated Talkdesk point of contact. More information is available HERE: Support Dashboard: Entitlement
What do I need to do before starting using the Support Dashboard?
Before gaining access to the necessary support tools, resellers must complete the mandatory Talkdesk Support Training. Upon completion of the required training, Talkdesk will provide access to a suite of tools designed to foster self-sufficiency in supporting all accounts resold by the resellers, irrespective of whether these accounts include the Talkdesk Express contract.
What features does the Support Dashboard offer?
The Support Dashboard affords complete visibility and managerial oversight over a reseller’s resold accounts. This specialized portal empowers resellers to quickly address and resolve customer issues, thereby facilitating an uninterrupted and streamlined support experience that is imperative for the enduring success of their business endeavors.
Can support tickets be directed to partners?
Yes. For those resellers who do not already provide support, the Support Dashboard gives resellers the ability to handle support tickets directly, eliminating the necessity for direct Talkdesk intervention.
Is it possible to configure Studio flows through the Support Dashboard?
No. Studio flow configurations cannot be directly accessed through the Support Dashboard. However, leveraging the impersonation capabilities, resellers can seamlessly manage Studio flows on behalf of their clients using the “logged impersonation” feature. This allows resellers to make necessary configurations on behalf of their clients while respecting end customers’ opt-out preferences.