Process and Lead time to process Partners request for complimentary licenses on customer instances to provide front-line support and implementation/success services ? | Community
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Process and Lead time to process Partners request for complimentary licenses on customer instances to provide front-line support and implementation/success services ?

  • April 19, 2023
  • 6 replies
  • 0 views
Anurag11

Yes! Resellers and Implementation Partners are eligible for up to 3 complimentary licenses when gaining access to their customer's Zendesk instance(s) for providing front-line support or implementation/success services.

The process to follow is documented in the below article,  for requests to be fulfilled by our Partner Ops team  https://partner.zendesk.com/prm/English/c/reseller_support_agent

Our Partner Operations team will do their best to get your request complete within 3 working days, however, there may be slight delays, in particular during Month/Quarter end. You may follow up on your request by responding to your original email sent to partners@zendesk.com

      6 replies

      Amie11
      • Amie11
      • May 11, 2023

      hey team, 

      I'd like to flag this, it just took me 2+ weeks to get a complimentary license approved for a customer's account. Quite far-fetched from the expected 1 - 3 working days. Has almost put me off attempting to request one again for another customer. 

      Shaun16
      • Shaun16
      • May 14, 2023

      Hi Amie - the 3 days is a best effort with the process managed by our bustling Partner Ops team (responsible for partner payouts, partner portal, and almost all partner inquiries). We encourage you to follow up with them or your PSE if you encounter delays.

        Lukas15
        • Lukas15
        • May 15, 2023

        Hey there, usually i wait 1-3 days until approval is done, so for so good...

        A much better process would be, if we can include the free partner license already in the SO request, so that there is direkt x+ in the account when it´s activated. 

        Maybe this can be improved in the future, because the separate process (Mail from Client, mail to partner team etc. is unnecessary additional work and our customer are most likely to start the config with the start date of the license...and "our" License is always 1-3 days later activated...thats not a good CX at all..

        Best. Lukas

          Anurag11
          • Anurag11
          • Author
          • May 18, 2023

          Hi Lukas,  Thank you for your feedback on the current process.We will review the suggestions as we evaluate ways to improve the experience for our partners..

          Here are some of the practical constraints that I foresee with the suggestion :

          • Zendesk does not have visibility into which deals are attached with services. This means that we would need to rely on our partners to provide us with this information.
          • On an average only 20% of deals are attached with services. This means that we would need to develop a way to automatically add complimentary licenses to the accounts of only a subset of our customers.
          • It can be confusing for customers when they see additional licenses added to their account without their knowledge. We would need to develop a way to communicate with customers about the complimentary licenses and ensure that they understand why they are being added.
          • There is a risk that free licenses could be used by customers to manage support operations instead of their intended purpose of providing service by Partners.

          We are confident that we can overcome these challenges . We appreciate your continued feedback and support.

            Lukas15
            • Lukas15
            • May 19, 2023

            Hey, i have a different view to this and the process can be easily customized in my opinion.

            • Add an article to quoting tool for AEs
            • make it only available, if contract type is reselling. 
            • We (as a partner) will request this license and take care of communication etc. to the customer.

            Answering your questions/points: 

            • Zendesk does not have visibility into which deals are attached with services.
            • --> Correct and it´s not necessary. Because if this is a resell deal (managed by us), we will know that. :-) 
            • -On an average only 20% of deals are attached with services.
            • --> This is Zendesk perspective, from our partner view its 98% ( our core business) when we are reselling the license. 
            • - It can be confusing for customers when they see additional licenses added to their account 
            • --> Definitely not because he will not see the Zendesk SO. In our contract we will take care of explanation/communication and (best case) he already know that we will get a free temporary license. 
            • - There is a risk that free licenses could be used by customers to manage support operations instead of their intended purpose of providing service by Partners.
            • --> valid point, but that is also the case in the current process to be honest. So no valid point ;-) 

            I´m sure that there are different kind of "Reselling partners" and this above only describes our perspective and kind of work, but maybe it´s an inspiration for are more flexible process :-) 

            Best regards, Lukas 

             

            Shaun16
            • Shaun16
            • May 19, 2023

            Thanks for sharing your thoughts and perspectives on this Lukas. We are always looking for ways to optimise and streamline processes in a bid to improve your partner experience (PX). We'll keep this in mind should our current process become untenable for any reason. As you say, the lead times have so far been so good for you and your team. 

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