Partner Designated Contacts Articles

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:

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.

Announcements

How do I create a My Support account?
  1. Navigate to: 
  2. Click the GET STARTED tab. 
  3. Click the Request My Support Account button. 
  4. You will be asked to supply your corporate email address. 
  5. You will be asked to specify which level of access you are requesting.
  6. There are three levels of access:
    • Basic
    • Read-Only
    • Read-Write (Designated Contact)
  7. If you are not certain which level of access is appropriate for your role, see My Support Access Levels.
What are the levels of access for the Support Portal?

My Support functions for each level of access

Levels of access are listed below from least amount of access to most. In each subsequent level after Basic, new access permissions are in bold type.

Basic

  • Log into My Support Portal
  • Register and attend live Tech Tutorials
  • View and download recorded Tech Tutorials
  • Search, view and download Knowledge Base content

Read-Only

  • Log into My Support Portal
  • Register and attend live Tech Tutorials
  • View and download recorded Tech Tutorials
  • Search, view and download Knowledge Base content
  • View existing Cases

Read-Write (Designated Contact)

  • Log into My Support Portal
  • Register and attend live Tech Tutorials
  • View and download recorded Tech Tutorials
  • Search, view and download Knowledge Base content
  • View existing Cases
  • Create new Cases, modify existing Cases, submit Feature Requests
  • Download software and order controlled software

Request an account

If you do not currently have an account on the My Support Portal, see Create a My Support Account for instructions on how to request one.

Request a different level of access

NOTE: If you are a member of an organization that has purchased Genesys products from one of our Genesys Partners, then your Designated Contact is a member of that Partner organization. However, you can still request Read-Only access using the process below. For more information on this, see: How a Genesys Partner Serves as Designated Contact for Their Customers.

  1. Login to the Support Portal. You will automatically be directed to the My Support Cases page.
  2. Click on your name in the upper right-hand corner of the page.
    • A screenshot of the Support Portal with a large orange arrow pointing to the words, "Welcome back, Matt Ryan."
  3. Click My Support Access from the drop-down menu.
  4. Complete the Request Additional Access form.
    • NOTE: If you are a member of a Genesys Partner organization and you are requesting Designated Contact status for one of your customers, 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.
  5. Click Submit Request.
  6. Please allow 48 hours or 2 business days for Product Support to process the request.
  7. A Product Support Admin may contact you by phone or email to obtain additional information.