A user can access the customer portal after they accept the invitation sent by the administrator.
To access the Customer Portal, follow the steps given below:
You will now be logged into the Customer Portal.
A user can access the customer portal by directly signing up for it from the appropriate portal URL. To self sign-up for a portal, follow the steps given below:
Users can be automatically invited to access the customer portal, when they submit their first ticket. For instance, John sends in an email to your helpdesk. On creating a ticket 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 ticket instantaneously.
To sign-up for a portal on receiving auto-invite, follow the steps given below:
If you can't remember your password for the customer portal, you could always reset the same. To reset your password and continue using Customer Portal, follow the steps given below:
You can now add tickets and search the knowledge base for solutions using the customer-portal link provided in your invitation e-mail. However, to view and track the status of your tickets, you will have to log in to your account.
The customer portal enables users to add tickets from their Web site, view the status of their tickets as well as the status of all the tickets that belong to their account, search for solutions in the knowledge base and much more.
When a user logs into the Customer Portal, they can see the following details:
Customers can complete the following tasks when they access the Web portal:
You can add tickets from the homepage.
To add tickets from the homepage, follow the steps given below:
You can track the status of your tickets in the Customer Portal. In the Tickets page, you can view all your tickets. You can also use a filter to view only open tickets or closed tickets. You can view the date on which the ticket was created, the department it is related to and the priority that is assigned to it.
To view the status of your tickets, follow the steps given below:
You can search for tickets from the My Tickets page. You can base your search on the the following:
You can view the Solutions and Community Forums section in the Customer Portal. The Solutions and Forums section, lists the following widgets:
You can search for solutions either from the Homepage or from the Solutions page. You will be able to view the most-viewed articles and the recent articles by default.
Using the Search Bar
Customers can search for an article in the Customer Portal using the Search bar. When you search for solutions, results will include solutions from all the departments of your organization. You can search either search for articles related to a specific department or articles related to a specific topic.
Customers can also view the comments and attachments related to the articles that are displayed in their search results.
Users can create and post a topic in your community through the Customer Portal.
To create a forum post, follow the steps given below:
You can preview your post before you even publish it. Besides previewing a post, you can also choose to save your post as a draft and publish it later.