Within Teamwork Desk, you can set up the
Customer Portal to allow your customers to
interact with their tickets.
In the Customer 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 in the
top right of your site and select Settings from the dropdown
menu.
Note: Only site
administrators can access the site settings to
enable the Customer Portal.

In the settings area, go to
the Customer
Portal subsection and
click the Enable Customer
Portal button.


Once enabled,
the Customer Portal area
allows you to control general settings
and customize the portal's appearance.

General settings
Under General
settings,
you can customize the high-level settings
for
your portal, such as language, custom
domain,
and help docs.
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 will be: https://yoursitename.teamwork.com/support/
- You can add your own
custom domain instead by
adding a CNAME which
points to your default
URL.
- Help Docs - enable one or more of
your Help
Docs sites to be displayed on the
home page of your Customer Portal,
allowing your customers
to view the corresponding
articles.
- Note: The top 10 most popular articles across all categories on each Help Docs site will be displayed in the Customer Portal.
- Customers can use the search field to search the entire suite of available published articles.
- Add Inboxes - choose the inbox(es)
customers can submit tickets to
via the Customer Portal.
- Note: Agent
replies will display as sent
from the
agent or inbox name depending
on the setting chosen
at inbox level.
- Inbox Alias - set a custom label
that will be displayed to
customers when choosing an inbox.
Customer Permissions
In the Customer Permissions section, you can manage multiple
permissions your
customers:
- View/edit priority - allows
customers to set ticket
priority.
- View/edit type - allows
customers to choose the type
of ticket being
submitted.
- View/edit tags - allows customers
to view the tags your agents have
applied to the their
tickets.
- See agents - allows
customers to see the name of the
agent assigned
to their tickets.
- Close tickets - allows
customers to close their own
tickets.
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.

For more information, see: Changing the Appearance of Your Customer Portal