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Getting Started with the Customer Portal


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Last Modified Date: 16 Aug 2016

Welcome to the Tableau Customer Portal. This portal was designed to bring all of your Tableau accounts together in one place and provide you with a centralized location to perform tasks such as reviewing account activity, managing product keys, reviewing and paying for invoices, and generating and exporting reports. Refer to each section below to find out more information about the common tasks that you can perform in the Tableau Customer Portal.

To get started, refer to the email that was sent to you by Customer Service about the Customer Portal.

Manage accounts

Whether you are managing one account or ten, you can access and review account activity from the Account overview page. The Account overview page will provide you with the following options:

  • Add or edit portal users. You have the option to assign either “Administrator” or “Download Only” permissions. For more information about adding users or changing permissions, refer to the Managing Users in the Customer Portal article.
  • Manage product keys. View a list of the product keys associated with an account, add internal reference information, and see the history of the last person to register a particular product key. Refer toAdministering Product Keys article for more information.
  • View and pay invoices. Refer to the Viewing and Paying Tableau Invoices article for more information.
  • Edit account information. Update shipping and billing information.

Create and manage cases

If you are a customer, a Tableau partner, or have been assigned ownership to a specific Tableau product key, you can use the Customer Portal to create new support cases to get help with product issues. Use the Cases page to open a support case and check its status, add additional comments, and upload files that Tableau Support may request from you to help resolve the case. Alternatively, you can also monitor the status of existing cases, and reference past cases you have either created or have been given permission to access.

Create a new case

Step 1 

Go to the Customer Portal or Partner Portal using your Tableau username and password.

Step 2 

On the portal homepage, do one of the following to create a case:

  • If you are a customer, click the My Cases link.
  • If you are a partner, click the View & Manage Cases link under Account Management.

After you submit a case, Tableau Support will contact you. In the meantime, you may find your answer in the Product Manuals and Knowledge Base.

Access a Case

Step 1 

Go to the Customer Portal or Partner Portal using your Tableau username and password.

Step 2 

On the portal homepage, do one of the following:

  • If you are a customer, click the My Cases link.
  • If you are a partner, click the View & Manage Cases link under Account Management.

Step 3 

Select how you would like to see the Open Cases list from the View drop-down list.

Step 4 

Filter the list of cases from the View drop-down list.

Your cases are listed in a table similar to the example below.

 

Update or re-open a case

Once you have accessed the case, you can modify the impact, add comments, or upload files.

  • To edit the impact, click Edit.
  • To re-open a closed or resolved case, simply add a comment with any new details.
  • To add comments, click Add Comment. Note: Adding a comment will automatically notify the Tableau Support team.
  • To upload files, click Upload File(s). Please see the Sending Large Files article for more information.

    Note: There is no limit to the size of files you can upload using this method. If you are experiencing issues, please verify that the location that the file is loaded from can upload the specific file.

 

Manage keys

Use the Keys page to see general information associated with purchase of a product key, or to add your own tracking information. Refer to the Administering Product Keys article for more information on managing your product keys.

See and pay invoices

Review a list of invoices associated with an account from the Invoices page. Quickly sort the list to see current invoices, unpaid invoices, and invoices for maintenance contracts that are up for renewal. For more information, refer to the Viewing and Paying Tableau Invoices article.

Generate and export reports

Generate reports about the keys you manage or portal users in each account, and export the reports into a Microsoft Excel (.xls) or Comma Separated (.csv) file. For more information about generating reports for keys, refer to the” Viewing Product Key History and Reports” section of the Administering Product Keys article. For more information about generating reports about portal users, refer to the Managing Users in the Customer Portal article.

 

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