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, a Support Dashboard is available 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 and ensuring smooth management.
How can I request access to the Support Dashboard?
To access the Support Dashboard, you need a partner’s email account with the following domain: <name>@partner.talkdesk.com. Please contact your designated Talkdesk point of contact or email partners@talkdesk.com to request the partner’s email address.
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.
How can I activate my partner's email account?
After your partner's email account is created, you will receive an email from OKTA, which Talkdesk uses as the Identity Provider (IdP) and Single-Sign On (SSO) tool. Please note that the activation link in the email will expire after 7 days.
To activate the account, follow these steps:
- Email Notification: Look for an email from OKTA confirming the creation of the account.
- Activation Link: Open the email and click the “Activate OKTA Account” button provided. Please ensure to do this within 7 days of receiving the email.
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Setup MFA: Follow the prompts to set up Multi-Factor Authentication (MFA) for added security.
Please note that even after activating your partner's email account, access to the Support Dashboard is not immediate. You will receive another email with direct links to access the Support Dashboard within a few days.
How can I log in in to the support Dashboard?
Logging in to the Support Dashboard is done through the Talkdesk OKTA dashboard link.
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 resellers who do not already provide support, the Support Dashboard allows them to handle support tickets directly, eliminating the need 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, by leveraging 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 for their clients while respecting end customers’ opt-out preferences.