Within Teamwork Desk, you can set up the customer portal to allow your customers to interact with their tickets.



In the portal, customers can:

  • View their ticket history
  • Reply to tickets already created
  • Submit new ticket requests
  • View Help Docs before submitting a new ticket request

To enable the customer portal, click your profile icon to the top right of the navigation bar and select Settings.

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Note: Only site administrators can access the site settings to enable the Customer Portal.

In the settings area, select the Customer Portal tab.


To enable the customer portal, click the green Enable Customer Portal button. 




Basics 

The basics area will allow you to: 

  • Language - choose a language for your customer portal or use the language of the user's browser.
  • Custom Domain - add a custom domain for your customer portal. By default the URL for your customer portal is https://sitename.teamwork.com/support/.
    • You can add your own custom domain instead by adding a CNAME which points to your default URL.
  • Help Docs - enable your Help Doc sites to allow customers to view these.
  • Add Inboxes - choose which inboxes customers are able to submit tickets to.
Note: Agent replies will display as sent from the agent or inbox name depending on the setting chosen at inbox level.


Customer Permissions

Within the customer permission section, you can enable or disable permissions for: 

  • View/edit priority - allows a customer to set ticket priority
  • View/edit type - allows customers to choose the type of ticket being submitted
  • View/edit tags - enabled the customer to view what their ticket has been tagged with by your team
  • See agents - allows the customer to see the agent name their ticket is assigned to 
  • Close tickets - allows the customer to close their own ticket

Customer Portal permissions can be enabled at either company level or individual user level.

Note: The permission option for viewing company tickets is available on Premium subscriptions and above.


Notifications

When notifications are enabled, your customers will receive a welcome email with their Customer Portal login setup when they send in their first (or next) ticket.

Note: The password link will only remain active for 24 hours.

If your customer does not activate within that time, they can resend the password from the Customer Portal login screen.



When the Customer Portal is enabled for your site and Customer Portal notifications are turned on, you will also see an option to send a Customer Portal welcome email when creating new customers on your site.

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For more information, see: Creating a Help Docs Site