Support Help

Customer Portal : Users

Customer-portal users are customers who can access your helpdesk via the customer self-service portal. These users can add & track their own requests besides accessing your community forums and knowledgebase articles. As an administrator, you can do the following:

Adding Users Manually

One way for your customers to access your customer portal is to invite them manually. You are provided with a default e-mail template that you can use to invite your users to use the customer portal. This template can be customized according to your requirements.

To add portal users, follow the steps given below:

  1. Click Setup
  2. In the Channels section, click Customer Portal and then click Users
  3. Click Invite Portal User(s)
  4. Enter the e-mail ID of the user you intend to invite
  5. Click Invite

An invitation is sent by the system to the user's registered e-mail ID. Once the users accept the invitation, they will be able to log in to the customer portal. 

Enabling Self Sign-up for Users

Your customers can as well access your self-service portal by directly signing up with their e-mail address. You can simply direct your customers to your customer portal URL, so that they could signup and start using the same immediately.

To enable self sign-up for your customer portal users, follow the steps given below:

  1. Click Setup
  2. In the Channels section, click Customer Portal and then click Access Settings
  3. Under the heading Sign-up Permission, check Allow Customers to Sign-up to Customer Portal option
  4. Your settings would be updated automatically 

Enabling Auto-invite for the portal

Customers can sign-up for your customer portal immediately on submitting their first request. For instance, John sends in an email to your helpdesk. On creating a request for John, the system sends out an auto-invite requesting him to sign-up for your customer portal. Once John signs-up, he can track the status of his request instantaneously.

To enable auto-invite for your customer portal users, follow the steps given below:

  1. Go to Setup >> Customer Portal >> Access Settings
  2. Under Auto-invite Permission, select a department to automatically send invitation for customer requests received into it
  3. Your settings would be updated instantly

Note:

  • If you've more than one department, select each one of them individually
  • You can enable auto-invite for all departments by selecting "All Active Departments"
  • The system triggers an invitation only when a new contact is added in Zoho Support
  • Users can sign-up only with the email address they had submitted a request from, previously

Editing Users

You can edit details about users you have added to the Customer Portal.

To edit details about users, follow the steps given below:

  1. Click Setup
  2. In the Channels section, click Customer Portal and then click Users
  3. In the Users List page, click Edit against the name of the user whose details you want to edit
  4. Make the required changes
  5. Click Save

Your users will not be notified of the changes you make.

Re-inviting Users

You can re-invite users if they have not accepted the invitation you sent earlier.

To re-invite users, do the following:

  1. Click Setup
  2. In the Channels section, click Customer Portal and then click Users
  3. In the Users List page, Select the user who you want to re-invite
  4. Click Re-Invite
  5. Click OK

An invitation is sent by the system to the user's registered e-mail ID. Once the users accept the invitation, they will be able to log in to the customer portal.

Deactivating Users

In certain situations, you may have to deactivate users from accessing the customer portal. Deactivated users will not be able to access the customer portal of your organization.

To deactivate portal users, follow the steps given below:

  1. Click Setup
  2. In the Channels section, click Customer Portal and then click Users
  3. In the Users List page, select the user who you want to deactivate
  4. Click Deactivate Portal User
  5. Click OK

The user is deactivated immediately and a system-generated e-mail is sent. You can re-activate users when required.

Exporting Portal Users

You can export the details of your users in.csv format.

To export details of your portal users, follow the steps given below:

  1. Click Setup
  2. In the Channels section, click Customer Portal and then click Users
  3. In the Users List page, select the users whose details you want to export
  4. Click Export Portal User

The details of the users you selected are exported immediately.

Customer Portal Link

You can find the link or the URL for your customer self-service portal by going to Setup > Customer Portal > Access Settings.
The portal URL will look like this - https://support.zoho.com/portal/<portalname>/HomePage.do

The URL is also shared with your customers via e-mail, when you invite them to access your portal.

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