The customer portal
This page shows you how the customer portal works — the self-service site where the people you support raise tickets, track them, and find answers on their own.
What customers can do
Section titled “What customers can do”On the portal, a signed-in customer can:
- Raise a ticket — fill in their issue and submit. As they type the subject, relevant help articles appear, so they can often solve it without raising anything at all.
- Track their tickets — see the status of everything they’ve submitted, and filter by status or priority.
- Browse the knowledge base — find answers without contacting you.
Tickets raised on the portal appear for your team in the agent view instantly, and the customer sees your replies there and by email.
Inviting customers
Section titled “Inviting customers”Customers reach the portal by signing in. Add the contacts you support, and share the portal address with them so they can create an account and start using it.
Customers can save their own views
Section titled “Customers can save their own views”Just like agents, portal users can save filtered views of their tickets (for example “still open”) for quick access — though only your team can create views shared across everyone.