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.
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.
For more information, see: Creating a Help Docs
Site