The reseller portal

For partners who sell SphereHarness to their own customers: see your companies, raise licence orders, add users, answer your customers’ support requests and send them notifications.

Who this is for and how to get in

Reseller admin Sign in at /reseller/login. A reseller account is created by the platform operator, who links it to your partner record; from then on every page in this portal is filtered to your customers only. You cannot see other partners' companies, and you have no access to the website admin portal.

Four pages, all in the sidebar: My Tenants, Requests, Support and Notifications.

My Tenants

Every customer company you own, with its plan, subscription status and seat count.

Reseller dashboard listing customer companies with plan, status, seats and the licence mode toggle — Reseller portal → My Tenants. Two summary cards, then one row per customer.

The two cards at the top count your companies and add up their seats. A company with an unlimited seat pool shows an infinity symbol in its row.
A company with no subscription yet shows dashes — raise a licence order for it on Requests.

Licence mode: Full or Basic

The last column carries the one setting you can change yourself, and it takes effect immediately for that customer's next chat turn:

Full — the plan's normal entitlements: the complete CAD tool surface, connections to external systems and messaging channels.
Basic (support) — a support-only licence. The assistant's tools are cut back to the support surface, connections and messaging channels are switched off, and chat answers using the standard information text you set on the Support page. This is the mode to sell to customers who bought your product, not CAD automation.

Make Basic and Make Full flip between the two. Making a company Full again restores the default entitlements for its plan — it does not restore a hand-tuned set of flags, so tell the platform operator if a customer had a custom arrangement.

Changing licence mode is not a licence order and needs nobody's approval. Seat counts and new companies do — those go through Requests.

Requests

Two request forms and their history. Everything you submit here is reviewed by a platform admin; approving is what actually applies the change.

Licence order

Pick a Kind: New company, Increase seats or Decrease seats.
For a new company, type the company name; for a seat change, pick an existing company from your list. Submitting without either is refused.
Enter the number of seats and press Submit.
The order appears in the table below as New. When a platform admin approves it, the seat count is applied to the subscription and the badge turns green; a rejection turns it red.

Add user to a tenant

Pick the company, enter the user's email address and choose a role — Member or Org Admin.
Press Request. On approval the person is given a membership of that company with the role you asked for.
The address must belong to a registered SphereHarness account. Ask the customer to sign up first; a request for an unknown address cannot be approved.

Make at least one person in each new company an Org Admin. That is what unlocks their own Messaging Channels, Connections and RAG Provider pages, so they can configure their company without going through you.

Support — your customers' requests

Every request raised by a user of one of your companies lands here: from their desktop agent, or from My Support Requests in their own portal. You answer on the same thread they see.

The queue

Three buttons at the top filter the list, each with a count:

My queue - requests from your companies, yours to answer.
Handed to global - the ones you passed to the SphereHarness team (see below). They stay in your list so you can follow what was said.
All - both.

Each row carries the number, the company, the requester, the subject, the status (New, Updated, Answered, Closed), which queue it is in, the last activity, and a New column counting messages you have not read. A request the customer has added to comes back as Updated, which is your cue that something moved.

The thread

Open shows the whole conversation, oldest first, with every file either side attached. Send reply adds your message, and you can attach files to a reply the same way the customer can. Replying sets the request to Answered and notifies the customer, whose bell in the desktop agent picks it up within a minute.

Attachment limits are the customer's too: 25 MB per file, 100 MB per request across the whole thread.

Close request finishes it. The customer can close their own as well. Close window just puts the thread away and changes nothing.

Assign to the global pool

When a request is not yours to answer - a product defect, something you need a second opinion on - Assign to global pool hands it to the SphereHarness team. Two things stay true after you do it:

You keep seeing it. The request stays in your list, flagged as global, with every reply on the thread. You do not lose sight of your own customer's problem.
The customer does not have to do anything. They are on the same thread and keep the same request number.

Forward to your own helpdesk

If you run your own helpdesk mailbox, have the traffic sent there automatically. Under Forward to your own helpdesk set:

Helpdesk email - the address to send to.
Email when a request is created.
Email on every new message.

Then Save forwarding. The subject carries the request number, so your helpdesk threads them together, and the body carries the message text and links to the attachments. Turn both switches off, or leave the address blank, and support stays in the portal only.

Forwarding is a copy, not a handover. The request still lives here and is still answered here - replying to the forwarded email does not reach the customer.

Your external support system

Separately from the queue above, this is where you configure what a basic-licence customer's own assistant tells them, and whether their requests are also created in a helpdesk product you already run.

Provider

Portal only — requests live in this portal and nothing leaves the platform. A good starting point, and the default.
Zendesk — enter your Zendesk subdomain, the email address of the agent who owns the API token, and the API token. Tickets are created with your customer as the requester.
HubSpot — enter the base URL (the default is fine for most accounts) and a private-app token.

The push happens only for a customer whose plan includes basic support, and it is a second copy: the request is still answered here. The credential is encrypted at rest and used only on the server; the box reads (stored - blank keeps it) once one is saved, which is how you change the standard text without re-pasting the token. Your customers never see and never need this credential.

Standard information

A block of fixed text shown to basic-licence customers. Their assistant is allowed to repeat this and little else, so put the things you are happy to say to everyone in it: support hours, the email address or phone number to use, escalation rules, links to your own documentation. Keep it current — it is the entire self-service answer for those customers.

What the external provider did with a request

Open a request and the reference your provider returned is shown beside its number. If an opened request shows no reference, the external call did not complete - check the credential and the subdomain. Nothing is lost when that happens: the request is recorded here either way, and you answer it here either way.

Notifications

Send a short message to a company or to one person. It appears on the bell in their desktop agent, raises a tray balloon, and stays in their list until they read it. Use it for the things nobody opens a support request about: planned maintenance, a version you want them on, a change to your support hours.

Send to: A whole company or One user, then pick which.
Type a Title and the Message. Link (optional) is a page the notification opens when it is clicked, for example /org/support.
Send notification. It reaches people who are signed in within a minute, and everyone else the next time they sign in.

You can only notify your own companies and their users. A target outside your customer list is refused. Platform-wide announcements are the SphereHarness team's to send.

Common mistakes

Waiting for a seat change that was never approved. Orders sit as New until a platform admin acts. Check the badge before telling the customer.
Requesting a user who has not signed up. The add-user request needs an existing account.
Leaving a support customer on Full. A basic-licence customer on Full mode gets the whole CAD tool surface. Flip the toggle on My Tenants.
Empty standard information. With nothing in that box, a basic-licence customer's assistant has nothing useful to tell them.
Treating a forwarded email as the thread. Forwarding is a copy. Replying to it reaches your own mailbox, not the customer; answer on the request.
Assigning to the global pool and then going quiet. The request stays in your list on purpose. The customer is still yours.