Overview

To use the Help Desk tool, a partner administrator must assign you the Help Desk role. With this tool, you can search for customers that you manage in Partner Hub to view the details of their account and organization.

The supported attributes that you can search for are:

  • An organization's name.

  • An organization's ID.

  • A user's first and last name.

  • A user's unique ID.

  • Webex sites.

  • Email addresses.

  • Phone numbers.

  • A device's MAC address, Phone number, or SIP address [for device search].

Search by user

Enter a user's email, first and last name, or display name to find out more information about their account.

You can see their status in the organization, the status of the last email sent to them, the licenses assigned to them, the devices belonging to them, and the feature toggles enabled for their account.

When you're helping out a user, you can click on Send Code to send a verification code to the email address. Ask the user to read back the code to you, which helps verify that you're helping the correct user.

If a user is having email-related issues, you can use Help Desk to check the status of the last email sent from Webex to the use.

You can also clear the user from Cisco's suppression list to make sure they receive emails from Webex services.

Search by customer

Enter the name of the customer's organization or a domain they claimed or verified to see when they created the account, the Webex Meetings sites associated with the organization, and other details about how they set up their organization.

Some of the reasons why you’d want to view a customer’s organization are to:

  • See their license and subscription information.

  • See who the customer administrators are and their email addresses if you need to contact them.

  • Search for a specific device or user within that organization.

  • Sign in to their organization as a read-only administrator to help troubleshoot a problem. The customer must allow access to their organization for you to do this.

Search by phone number

Enter the phone number associated with a customer organization, the search displays the organization ID or customer name that owns that number. Ensure to enter the phone number in E164 format (for example, +1-212-456-7890).

This feature supports search for the following numbers:

  • Auto Attendants
  • Call Queues
  • Group Paging
  • Hunt Groups
  • Virtual Lines
  • Voice Mail Groups
  • Inactive numbers
  • Unassigned numbers

Search for device

We enhanced the device search feature to search for device information assigned under a partner organization. Enter the MAC address, Phone Number, or Session Initiation Protocol (SIP) address to view the details of the device or the user associated with the device.

Search by:

MAC address

Enter the MAC address either with or without a colon (:).

Third-party devices aren't currently searchable.

Phone number

Enter the phone number prefixed with ‘+’ and a country code, for example ‘+1.’

SIP address

Enter the SIP address.

Ensure you enter the complete MAC Address, phone number, and SIP address.

For example:

  • MAC address: 2C:54:91:88:C9:E3
  • Phone number: +1-212-456-7890
  • SIP address: sip:davis@nanpizza.cisco.com

View a user or customer

1

Sign in to Webex Help Desk with your Partner Hub credentials.

2

Use the Search bar to search for a user, a customer's organization, or a web order number.

3

Select one of the search results.

To search for users or devices within a specific organization, click Search next to the organization under the Customers results list.

View a customer's organization as a read-only administrator

The customer must allow read-only access to their organization for you to view their organization as a read-only administrator.
1

Sign in to Webex Help Desk with your Partner Hub credentials.

2

Use the Search bar to search for the customer's organization that you want view, and then select the customer.

3

Click View [Organization's Name] under Customer Portal View.