{"article":{"id":35323990153367,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/35323990153367.json","html_url":"https://support.plaid.com/hc/en-us/articles/35323990153367--Reseller-Partner-How-to-file-a-ticket-on-behalf-of-an-end-customer","author_id":396033157154,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":15991458358039,"created_at":"2025-10-01T11:25:46Z","updated_at":"2026-06-01T01:59:58Z","name":"[Reseller Partner] How to file a ticket on behalf of an end customer?","title":"[Reseller Partner] How to file a ticket on behalf of an end customer?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-06-01T01:59:58Z","user_segment_id":null,"permission_group_id":1121794,"content_tag_ids":[],"label_names":[],"body":"

If you're a Reseller Partner, the best way to file a support ticket on behalf of an end customer is through the Reseller Dashboard.

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  1. Navigate to the Plaid Dashboard\n
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  2. Select Open new support case\n
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  3. Choose the appropriate category
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  4. Check the box that indicates you're filing the case on behalf of an end customer
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  5. Select the correct customer from the dropdown menu
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Note: This option isn’t available for all support categories. If the checkbox doesn't appear—or if you run into issues—try the alternative method below.

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If that flow doesn’t work, you can file a ticket directly from the end customer's dashboard:

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  1. Go to Manage end customers > Summary\n
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  2. Select the correct end customer
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  3. You’ll be taken to that customer’s dashboard
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  4. From there, file a support ticket using the standard ticket submission flow
    5. \n
","user_segment_ids":[]}}