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Getting Started with the Customer Portal


Published: 03 Feb 2017
Last Modified Date: 01 Feb 2021

Question

The Tableau Customer Portal provides a centralized location for performing tasks such as tracking support requests, managing product keys, reviewing and paying invoices, managing account and billing information, running reports, obtaining special software downloads, and adding users for quick access to support.

Please note: If you are a Tableau Online customer or LBLM enabled Tableau Server customer, the need to manage Tableau Desktop or Tableau Prep Builder product keys is no longer needed.  

Answer

Managing Accounts 

You can access and review account activity from the Account page.

Accounts page provides the following options: 

Add or edit portal users. You can add users with a variety of permissions, from full administrative permissions, to viewing and managing a group of keys, to viewing only their own keys and support cases. For more information, see Manage Users in the Customer Portal.  Managing Tableau Desktop or Tableau Prep Builder product keys will no longer be needed with LBLM enabled Tableau Server or Tableau Online.
Manage product keys. You can view a list of the product keys associated with an account and assign these keys out to specific end users.  For more information, see Managing Tableau Product Keys.   If Tableau Online or Tableau Server with LBLM is being used, please refer to the Custom Admin view to see user activation history. Managing Tableau Desktop or Tableau Prep Builder product keys is no longer needed with LBLM implementation.
View and pay invoices. You can click an upcoming, unpaid, or past invoice to see details, print a copy, or make a payment.
Edit account information. Update shipping and billing information. 

Create and manage cases 

If you are the owner of a Tableau product key, you can use the Tableau Customer Portal to create and track cases with our Customer Service team (for billing and invoices) or our Technical Support team (for help with using Tableau products). For more information on submitting technical support cases, see Submitting a Case From the Customer Portal

Accessing a case

  1. Go to the Customer Portal and log in with your Tableau username and password. 
  2. Click the My Cases link. 
  3. In the resulting table, you can choose to see your recently viewed cases, active support cases, your open cases, all open cases, or all cases. 
  4. Click a case to view or edit it. 

Update or edit a case
  1. After you have selected a case, you can click Edit to edit the details. 
  2. Click Upload Files to add files. See Sending Large Files to Tableau Support for more information.
  3. To add additional comments, click Add Comment. 
Note: Adding a comment to a case will automatically notify the Tableau Support team. 


View your Deployment
A ‘deployment’ represents a named collection of licenses that are intended to be used (or stacked) in the same Product Environment for Tableau Server or the seats and features that are part of the same Tableau Online site. Deployments should be a coterminous collection of seats which are installed together as either an internal or external set of products.

In summary, a customer deployment is a level of organization within a customer portal, and is used to organize a group of Tableau Server seats or Tableau Online seats. If needed, you can enable more than one Deployment of Tableau subscription products as your business grows.

Additional Information

Note: If possible, the Customer Portal should be accessed from a computer, as it is not currently optimized for mobile browsing.

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