This guide takes you through the full configuration of Talkdesk Service Health.
Prerequisites
Service Health is secured and accessible only to authorized users within the Talkdesk account.
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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.
Granting User Permissions
To grant permission to Service Health to other roles, follow these steps:
- Log in to your Talkdesk account.
- Navigate to Admin [1] > Roles and Permissions [2].
- Select the role you wish to edit and click Edit permissions [3].
- Select Service Health [4] > Select all [5] to enable it.
- Click Save [6].
Accessing the Dashboard
To access the dashboard, follow these steps:
- Navigate to the top-right corner of the Talkdesk app and click on the Profile Menu [1].
- Select "Service Health" [2] from the dropdown menu. 1)
The Service Health Dashboard
The Service Health dashboard is designed for clarity and provides a real-time overview of system performance.
In Progress Incidents
This section provides immediate visibility into any active incidents that are currently impacting services in a specific region.
- Incident Summary: View a brief, high-level description of the issue.
- Detailed Information: Click on the View button of an incident to view a full timeline of events, including specific actions taken and updates.
- Contact Support: In the event of an active incident, it’s possible to open a support ticket directly from Service Health via a Contact Support button on the top right corner of Service Health.
Services Status
This section provides the current health status of all core Talkdesk services and components in a specific region.
The health of each service is indicated by a status color:
| Status Indicator | Description |
| Operational ✅ | The service is running normally and functioning as expected. |
| Warning ⚠️ | The service is experiencing Degraded Performance or a Partial Outage. |
| Critical 🔴 | The service is currently unavailable or experiencing widespread issues. |
Status Tags
Incidents are also tagged with their current status in the event resolution cycle.
The statuses are:
- Identified: Talkdesk team has confirmed the presence of an issue.
- Investigation: The team is actively working to diagnose and locate the root cause.
- Monitoring: The incident has been resolved and the team is confirming stability.
- Resolved: The incident has been resolved and the system is now stable.
Incident History
The Service Health dashboard keeps a log of past incidents that have affected Talkdesk services.
A brief list of recent, resolved incidents ( within the last 7 days) is displayed directly on the main dashboard for quick reference.
Full History
Click the "View full history" button to navigate to a dedicated History page. This page displays a complete record of the past 30 days, including the initial status and the final resolution (e.g., Resolved) for each event. More details can be found by opening each incident item on the list.
Automated Incident Notifications
To ensure teams are informed of service issues as early as possible, Service Health provides automated notifications.
By clicking the “Configure notifications” button, it’s possible to opt in to receive notifications when an incident occurs.
- Workspace: Alerts will appear via the Talkdesk Workspace notifications system.
- Email: The user will receive email alerts with updates regarding the incident.