Every Genesys customer must identify at least two contacts. These people will be given special permissions to interact with Product Support on behalf of their organization. Product Support calls them Designated Contacts. They are the only customer contacts permitted to open and manage support cases and service requests. Using Designated Contacts safeguards the security of data and ensures we provide service and information about your account to contacts that should be representing your company. Assigning Designated Contacts to work with Product Support also assists us in making sure that your contacts understand how to work with Product Support effectively and are informed of critical Product Support information.

Though Designated Contacts are the only individuals in their organization that may open and manage cases and service requests, other members of the organization may gain "read-only" access in order to view existing cases. More information can be found in My Support Access Levels.

NOTE: For resolution of Critical (Severity Level 1) issues, a Designated Contact must be available at all times to work with Product Support.


To be given Designated Contact (read-write) access permissions, contacts must meet these requirements:

  • You acknowledge that you understand the Terms and Conditions for the Product Support Website and My Support. 
  • You must provide an individual corporate email address. Personal email addresses and aliases are not accepted.
  • You must have access to Genesys My Support and agree to receive notices on My Support. 
  • You are expected to be trained in the products for which you open cases. 
  • You must work for the Support Owner or have approval from the Support Owner. 
  • If all Service Contracts are terminated or closed for all Sold To and End User combinations for which you have access as a Designated Contact, you will lose Designated Contact access. 

Other employees of the Sold To and End User companies on a Service Contract can be granted read-only access to the cases for that contract. These contacts are not considered Designated Contacts.

Become a Designated Contact

If you do not have a login to My Support

  1. Go to Request My Support Account.
  2. Enter your corporate email address, click Submit.
  3. Complete the form on the page that follows, then click Submit.

NOTE: In the Company/Partner Combinations (End User/Sold To) box, enter your Company name, the names of the companies/accounts you manage (if applicable), and corresponding Org IDs. If you need help locating an Org ID, go here. The Portal Admin team will seek approval from your company’s Designated Approver(s). Once approved, you will receive an email from donotreply@genesys.com with instructions.

If you do have a login to My Support

You can find instructions on how to request a different level of access in the My Support Access Levels article.

What are the responsibilities of a Designated Contact?

Customer contacts who are granted Designated Contact access permissions with Product Support are expected to fulfill the following responsibilities.

  • Must have a technical understanding of the contact center infrastructure and Cloud Deployment
  • Must be adequately trained to use the Genesys products currently deployed.
  • Must be able to provide an accurate description of the issue reported and its business impact.
  • Must report each issue separately, so issues can be individually tracked to a successful resolution. Reporting multiple issues on one form or adding new issues into correspondence about an existing issue may result in problems being overlooked and not resolved.
  • Must be available to work with a Product Support Analyst to solve your issue.
  • For Critical priority issues, a Designated Contact must be available at all times to work with Product Support in resolving the issue.
  • When a Product Support Analyst requests information or provides recommend actions to solve an issue, the Designated Contact’s time to respond is to be aligned with priority for that Case.
  • During investigation of a Case, if Genesys requests remote access to view the Genesys products in your environment through commercially available, customer-controlled, screen sharing software, the Designated Contact must ensure that you follow your company's data privacy guidelines when sharing a remote view of your network with Genesys.
  • Agrees to stay current on Product Support processes and other news, including receiving and reading Genesys customer newsletters and Product Support emails as well as notices on My Support.