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
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.
Under General settings, you can customize the high-level settings for your portal, such as language, custom domain, and help docs.
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
- 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
- Help Docs - enable one or more of
Docs sites to be displayed on the
home page of your Customer Portal,
allowing your customers
to view the corresponding
- 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
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.
In the Customer Permissions section, you can manage multiple permissions your customers:
- View/edit priority - allows
customers to set ticket
- View/edit type - allows
customers to choose the type
of ticket being
- View/edit tags - allows customers
to view the tags your agents have
applied to the their
- See agents - allows
customers to see the name of the
to their tickets.
- Close tickets - allows
customers 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: Changing the Appearance of Your Customer Portal