What your clients see in the portal

The client portal is a separate, self-service area for your contacts, with its own login and session that is independent of the agent application.

Signing in

Clients sign in at /portal/login with their email and password. After login they land on their Tickets view.

Tickets

• Submit a ticket — title, description, an optional category and a priority limited to low, medium or high. New portal tickets are tagged as coming from the portal and an acknowledgement is sent.
• Track and reply — clients see their own tickets and only the client-visible replies (internal notes are hidden). Replying moves a waiting on customer ticket back into progress.
• Reopen a resolved or closed ticket, and rate it with the inline CSAT prompt.

Tickets are scoped to boards you have marked portal-visible.

Invoices

When enabled, clients can view their company's invoices and outstanding balance. Voided and draft invoices are excluded.

Knowledge base

When enabled, clients can browse and search KB articles that are visible to their company and rate whether an article was helpful.

Service catalog

If service catalog items are available to the contact's role and company, clients can request them; submitting a service form raises a service-request ticket.