How to log in to a customer workspace as a reseller
Open a customer's workspace from your partner console, with a reason, in a session that ends on its own.
Open a customer's workspace from your partner console to review the account and help with a ticket or request. You stay signed in as yourself, and Tarkle records the session with the reason you give.
How to open a customer workspace
Open the Dashboard in your partner console. It lists your customer workspaces.
Find the workspace. Type in Search workspaces or owners... to search by workspace name, customer email, owner name or plan name.
Click the workspace name. A dialog titled Login to and the workspace name opens.
Enter a reason in the box Reason, e.g. ticket or request. A reason is required for a customer's workspace and can be up to 500 characters.
Click Open. The workspace opens in a new tab. Click Cancel to close the dialog without opening anything.
If you have closed workspaces, a Show closed switch appears above the list. It is off by default. Switch it on to list the closed workspaces first, each with a Closed badge. Their names cannot be clicked.
Start from the Users or Domains tab
On the Users tab, open the Actions for menu on a customer's row and choose Login / view as user. A dialog titled View as and the user's name opens with the same reason box. Enter a reason and click Open. Tarkle opens the most recently created workspace of that user among your customer workspaces. If they have none, it opens one of your customer workspaces where they are a team member.
On the Domains tab, open Actions for on a row and choose Login to workspace. The same Login to dialog opens.
During the session
A banner at the bottom of the screen shows Support session, the workspace name and the time the session ends. Click End session to stop it. You are taken to the Users page of your partner console.
The session ends after 30 minutes without use, or 2 hours after it started, whichever comes first.
Starting a new session on the same workspace ends your earlier one on it.
Billing is not shown in the workspace menu during a partner session.
After a session ends or expires, the customer's workspace no longer opens for you. Start a new session from the partner console.
What Tarkle records
When a session starts, Tarkle records it with your reason and the workspace. If the session cannot be created, that failed start is recorded too. When you click End session, Tarkle records the end of the session.
Your own workspace
If you click a workspace that belongs to the account you are signed in with, it opens as you. No session starts, no reason is needed and nothing is recorded.
Error messages
An error appears as a short message on screen after you click Open.
A reason is required. Enter a reason and click Open again.
That workspace is not one of yours. The workspace is not linked to your partner account.
That account cannot be viewed. The customer's account belongs to Tarkle staff.
This partner account is suspended. Your partner account is not active.
You need a partner account for this. You are not signed in to a partner account.
You have no customer workspaces yet. No workspace is linked to your partner account.
No workspace of yours found for this user. Shown with Login / view as user when no matching customer workspace exists for that user.
The session could not be started. Click Open again to retry.
What happens next
The customer's workspace stays open in its tab until the session ends. To help another customer, go back to the Dashboard and repeat the steps.