Talkdesk Service Health is an in-product dashboard that provides a real-time view of the operational status of the Talkdesk Services specific to an account's region. It offers visibility and detailed information on service status, current incidents, and historical performance, allowing Admins to stay informed and address issues proactively.
Understanding Service Health
The Service Health dashboard is designed for clarity, providing a real-time overview of system performance. This view is authenticated and secure, ensuring Admins only see incidents relevant to their region. The page automatically refreshes every two minutes to ensure the data remains current.
Key Features
- Personalized Visibility: View only the incidents and service status relevant to your specific Talkdesk region.
- High-Detail Incident Logs: Access a higher level of technical detail on ongoing and past incidents, relevant for your specific account.
- More granularity: Service Health might expose lower-impact events that are not impactful to be shown on our public status page.
- Direct Support Access: Open a support ticket directly from the Service Health dashboard.
- Authenticated & Secure: Available exclusively within Talkdesk, ensuring relevant and secure information access.
- Automated Notifications: Opt-in to receive alerts via email or via the Talkdesk Workspace notifications system.
Use Cases
- Proactive Incident Management: When an incident occurs, Admins can check the dashboard to confirm if the issue is a known service disruption affecting their specific region. This allows them to inform their teams immediately and activate business continuity settings if necessary.
-
Technical Troubleshooting and Reporting: During a post-incident review, Admins can use the “View full history” page to access high-level technical details about events from the last 30 days. This data helps in cross-referencing internal performance logs with Talkdesk service performance.
Prerequisites
Service Health is secured and accessible only to authorized users within the Talkdesk account.
-
Permissions: This feature is enabled by default for users with an Admin role. Admins can also extend access to other roles within the organization who need visibility into service status and incidents.
Resources
- For instructions, see Configuring Talkdesk Service Health in this article.
- Please also refer to this article regarding Notifications & Status Updates.