Customer Portal

The Customer Portal gives your customers a self-service space where they can submit support tickets, track existing requests, and access your Knowledge Base all without needing assistance from your support team.

Once a Contact has been invited as a portal user, they can sign in and immediately start managing their support interactions from a single place.

Customer Portal Access

After a Contact has been invited as a user, they can sign in to the Helpdesk. Upon login, they are automatically redirected to the Customer Portal.

From the portal, users can:

• Submit new support tickets.
• Track the progress of existing tickets.
• Browse and search the Knowledge Base.

Create a New Ticket

Customers can submit new support requests directly from the portal.

1. Open the Tickets page from the sidebar.
2. Click Create.
3. Enter the Subject and other required information.
4. Submit the ticket.

Suggested Knowledge Base Articles

While entering the ticket subject, the portal automatically searches the Knowledge Base and displays relevant articles based on the customer’s query.

This allows users to find answers before submitting a ticket, helping reduce duplicate requests and enabling faster issue resolution.

Customize the Ticket Form

The fields displayed in the Customer Portal ticket form can be customized using Field Dependencies.

This allows you to collect additional information from customers based on your support workflow and ticket requirements.

Track Tickets

The Tickets page provides a complete view of all tickets submitted by the logged-in customer.

From this page, customers can monitor ticket progress and review the latest updates.

Custom Views

• Create personalized views using filters, sorting, and selected columns.
• Save frequently used views for quick access.
• Organize tickets by status, priority, or any other supported field.

Export Tickets

Customers can export ticket data directly from the ticket list.

1. Select one or more tickets using the checkboxes.
2. Use the action bar that appears at the bottom.
3. Click the More (•••) menu.
4. Export the selected tickets or the entire list.

Knowledge Base

The built-in Knowledge Base helps customers find answers without contacting support.

• Search articles using keywords or questions.
• Browse available documentation and help articles.
• Find solutions before creating a support ticket.

Set the Knowledge Base as the Landing Page

If you want customers to see the Knowledge Base immediately after signing in:

1. Go to Helpdesk Settings.
2. Enable Prefer Knowledge Base.
3. Save your changes.

Once enabled, users will land on the Knowledge Base instead of the ticket list after logging in.

Benefits of the Customer Portal

• Allows customers to submit and manage support tickets independently.
• Provides real-time visibility into ticket status.
• Encourages self-service through the Knowledge Base.
• Reduces repetitive support requests.
• Improves the overall customer support experience.

Best Practices

• Keep your Knowledge Base updated with common issues and solutions.
• Use meaningful ticket fields to collect the information your support team needs.
• Encourage customers to search the Knowledge Base before submitting tickets.
• Create custom views to organize tickets more efficiently.
• Review portal content regularly to ensure documentation stays accurate.