The portal is where your client raises requests, follows their tickets and checks their support balance. Portal users are free and don't take a seat.
Add the client's contacts
- On the service desk project, choose Settings, then the Customer portal tab.
- Under Contacts, enter a Name and Email and choose Add contact. Tick Primary for your main contact.
Adding a contact doesn't email them. You decide when they hear from you.
Send the sign-in link
Next to the contact, choose Send magic link. They get an email with a button that signs them straight in, with no password to set up. The same link also appears on screen for you to copy, in case you'd rather send it yourself.
Links expire quickly and work once. Later, your client can request a fresh one at any time from the portal's Sign in page by entering their email address. A link is only sent if that address belongs to one of the organisation's contacts.
See it as your client does
Impersonate, next to a contact, opens the portal as that person, with a banner across the top saying so.
What your client sees
- Tickets: what needs their response, what's open, and what was recently resolved. They can open any ticket to read and reply to the thread.
- New request: raises a ticket in your service desk queue.
- Support balance: their contract, start date, monthly hours, what's been used and what's left, month by month. It's on by default. Turn it off with Show support balance dashboard on the Customer portal tab.
Your team chooses Reply to customer on a ticket for a message the client should see. Add internal note stays internal.
Your portal addresses
Each client has an address of its own, shown as Portal URL on the Customer portal tab, for example /portal/your-agency/harbour-coffee-co. Your workspace also has one front-door address for everyone, under Settings → Customer portal → Your customer login link. Put that behind a "Customer login" button on your own website.