Customer to Partner Relationship

Customer to Partner Relationship

Contents Introduction... 2 Creating a new Partner relationship... 2 Updating or activating an existing relationship... 3 Field descriptions... 3 Logging a ticket on behalf of a customer... 3 Log on behalf of colleague... 4 Log on behalf of the customer and stay the ticket owner... 4 Log on behalf of the customer and make one of the customer users the ticket owner... 5 Change ticket owner on existing tickets... 6

Introduction Customers can now allow a K2 partner accounts to log and manage K2 support tickets on your behalf. NOTE: This relationship can only be created by a customer and not by a partner. The Customer to Partner Relationship association allows you, the customer, to control which K2 partners can log and manage tickets on your behalf by configuring a timed relationship with multiple K2 qualified partner. As soon as the relationship has been established, any person associated with the selected partner account, will have the opportunity to not only open support tickets on your behalf but act as the ticket owner manage those support tickets to completion with the help of K2 support. This relationship association between your account and the selected partner account is a timed associations and will only stay valid for the period you, the customer, specify Before your partner can log and manage your support tickets with K2, you have to create a new relationship. Creating a new Partner relationship The new relationship form will allow you to select a K2 partner you which associate, start and end dates for the relationship and any comments to help others in your organization to identify the need for the relationship. Follow these steps to create a new relationship: 1. Navigate to the Customer partner relationship management form User Administration -> Link Partners 2. Click the Create Partner Link button.

3. Select a partner by clicking the Select Partner button and use the Select Partner form to search and select the desired partner. 4. Select a Start Date and End Date. Make sure that the End Date is passed the Start Date. This sets the duration of the relationship. 5. If there is additional information you would like to added to this form enter that information in the comments field. 6. To save the form click the Create button. Updating or activating an existing relationship Existing relationships can be edited to reactivate or update with needed info. There are three things you can do to update the relationship. 1. Modify the Start Date and End Date. 2. Disable the relationship. 3. Append comments to the relationship. Field descriptions Partner The partner that the customer selects to have a relationship with. This is done by clicking the Select Partner button, searching for a partner and selecting that partner. Customer This field is atomically populated with the current customer s name. Start Date This is the date that the customer wants the relationship to start with the partner. End Date This is the date that the customer want the relationship to end with the partner. Disabled This check box allows the customer to disable the relationship immediately without changing the end date. Comments This field is for any information that my need to be added to the Customer to Partner Relationship. Logging a ticket on behalf of a customer After the partner account has been linked to one or more customer company accounts, any user account for the partner company account will have the right to log a ticket on behalf of that customer company account

To change the current ticket owner, select Change Ticket owner on the New ticket or Ticket Owner action pages of the new support ticketing system You are now presented by three possible outcomes: 1. Log on behalf of colleague 2. Log the ticket on behalf of the customer, but I stay the ticket owner 3. Log the ticket on behalf of the customer and customer user will be the ticket owner Log on behalf of colleague You will use this option if you want to log a support ticket on behalf of one of your colleagues registered in the K2 Customer and partner portal. 1. Select Ticket is for Colleague 1. In the User drop down menu, I list of all partner company account users (colleagues) will appear. 2. You can now select a new ticket owner. 3. After submitting the ticket, the newly selected ticket owner will now be used by K2 support as the new point of contact for this support ticket. Log on behalf of the customer and stay the ticket owner

This option will allow you, a partner technical resource to log and manage a support ticket on behalf of one of your customers. You will stay the ticket owner and main point of contact for K2 support while the ticket will be fully visible to your customer for issue management or tracking. 1. Select Ticket is for Customer 2. Do not select Change the ticket owner. Therefore you will stay the ticket owner. 3. The Select Company drop down menu will now be populated with a list of all associated (linked) customer company accounts. 4. On submit, you will stay the ticket owner, but the ticket will be logged for the customer. 5. This will allow the customer to have visibility on the ticket and K2 support to work the ticket for the customer, but use you as the main point of contact. Log on behalf of the customer and make one of the customer users the ticket owner This option will allow you, a partner technical resource to log a K2 support ticket on behalf of one of your customers and assign a registered user as the ticket owner. You will not be the ticket owner, but will have the capability to log tickets on behalf of the customer and customer user. The newly selected user from the customer account will become the main point of contact for K2 support. The ticket owner and main point of contact for K2 support while the ticket will be fully visible to your customer for issue management or tracking. 1. Select Ticket is for Customer 2. Select Change the ticket owner 3. The Select Company drop down menu will now be populated with a list of all associated (linked) customer company accounts. 4. On selecting the target company, the Select User drop down menu will now populate with a list of users associated with the customer account in K2 Customer and partner portal. 5. Select the desired user. 6. On submit, the desired user will now become the new ticket owner

Change ticket owner on existing tickets The ticket owner can now also be changed on an existing ticket. This only apply to tickets started on the new ticketing system. Please note that if you change a ticket to a new ticket owner while a ticket is active, all correspondence on the ticket will be transferred to the new ticket owner after the changes has been submitted. To change the ticket owner, follow the same steps as you would to log a ticket on behalf of a customer when the ticket is in your action (ticket owner action).