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
To enable the customer portal, click your profile icon to the top right of the navigation bar and select Settings.
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.
The basics area will allow you to:
- Language - choose a language
for your customer portal or
use the language of the user's
- Custom Domain - add a custom
domain for your customer
portal. By default the
URL for your customer portal
- You can add your own
custom domain instead by
adding a CNAME which
points to your default
- 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.
Within the customer permission section, you can enable or disable permissions for:
- View/edit priority - allows a
customer to set ticket
- View/edit type - allows
customers to choose the type
of ticket being
- View/edit tags - enabled the
customer to view what their
ticket has been tagged with by
- See agents - allows the
customer to see the agent name
their ticket is assigned
- Close tickets - allows the
customer to close their own
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.
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.
For more information, see: Creating a Help Docs Site