Welcome to the Genesys
Product Support Center

NOTE: For a general overview of Designated Contacts, becoming a Designated Contact, and general responsibilities, see Designated Contacts Overview.

End user teams that Partners manage are not expected to have any level of access to the My Support Portal. Partner teams are the ones expected to handle the support and administration of Genesys products for their customers. As a Genesys Partner, managing individuals access to the My Support Portal works slightly differently, namely through the use of Designated Approvers who control which individuals in your organization may function as Designated Contacts for your various customers. Here is a list of articles that you may find useful:

• Designated Approvers Overview
• Designated Contacts Overview
• Review My Support Access
• Locate Your Personal Identification Number (PIN)
• Create an Admin Case
• Request My Support Account for Another Individual
• Request Access to Other Deployment(s)
• Offboarding or Transitioning a Customer

NOTE: This article is intended for use by Genesys Partners who support Genesys products and services for their customers. If you are a direct customer of Genesys, you will likely never need this information.

End user teams that Partners manage are not expected to have any level of access to the My Support Portal. Partner teams are the ones expected to handle the support and administration of Genesys products for their customers. If you are offboarding or transitioning a Genesys customer, email Onboarding@genesys.com and ask for help to ensure My Support Portal access integrity.

NOTE: This article is intended for use by Genesys Partners who have sold Genesys services to their customers. If you are a Direct Customer, please review Designated Contacts Overview instead.

Your organization needs to specify at least one individual who can validate and approve access requests to the My Support Portal. Reach out to Onboarding@genesys.com to assign or to ask for help to identify Designated Approvers for your organization or your customers.

• Approver(s) are required to be fully aware of team roles and responsibilities and be able to determine if a person is expected to engage with Genesys Product Support.
• The approver(s) can be the same across all your Genesys deployments, or you can specify unique approver(s) for each deployment. It is highly suggested that they be Designated Contacts themselves, but not required.
• Approver(s) will be recipients of emails asking to verify and approve individuals requesting access to the My Support Portal. A positive or negative response to said email will suffice.
• If there are multiple approvers, a response from one approver will be enough.
• When Designated Approvers directly create these requests, they will be treated as automatically approved.

NOTE: This article is intended for use by Genesys Partners who support Genesys products and services for their customers. If you are a direct customer of Genesys, you will likely never need this information.

To request access to other active deployments, see Create an Admin Case.

• Case Sub Type: Add/Remove Support Access
• In the Description entry, include the Customer Name and Org ID for each deployment you are requesting access to as well as the Support Access Level you require.

Copy the Support Access assignments to other deployment(s)

To request to mirror Support Access assignments to other active deployments:

• Case Sub Type: Add/Remove Support Access
• In the Description entry, include the Org IDs of the deployments. Note which deployment will be the copy and which ones to be modified.