Ticket tracking with customer portal software

What is a customer portal software? How can it help?

customer portal software is a dedicated space for your customers to manage and track the progress of their support requests that were sent to you. From the portal interface, your customers will also have the ability to reply to their tickets, and create new tickets.

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How can I set up a customer portal for my help desk?

After you login as an admin on your ticketing page, here are the steps to set up the customer portal for your help desk:

  1. Visit Admin -> Customer Portal
  2. Turn on the option: ‘Enable customers to view their tickets at yourcompanyname.supportbee.com/portal/tickets’
  3. Update your logo, color scheme, and title for your customer portal
  4. Optionally, customize the message that will be added to the portal link in your replies to your customer
  5. Click on ‘Update Settings’

Once you finish the setup process, all your replies will carry a private link for a customer to view the ticket thread.

 

Can my customers access the portal link directly?

Yes, the customer portal can also be directly accessed by visiting support.mycompany.com/portal/tickets

Are my customers required to login to view the tickets in the portal?

No, the customer portal url can be accessed without creating an account in SupportBee. However, members directly accessing the portal will be asked for an email address to which a private link will be sent for accessing the portal.

magicLink.png

Can my customers create tickets from the portal?

Yes. There is a ‘New ticket’ option in the top right corner of the portal interface. Your customers can click on that to create new tickets.

Can my customers reply to the tickets from the portal interface?

 

Yes. Your customers will be able to reply to the tickets from the portal interface.

 

Can I enable customers to track tickets from other people in the same organization?


Yes, you can enable this feature by creating customer groups. When you have customer groups, members within a group will be able to view and reply to tickets from other members of the group.

Yes, if any of your customers is not comfortable with the group-level access of tickets in the portal, you can disable it by editing the options in the customer group.

Click on ‘Edit’ 
Uncheck the ‘Members can access group tickets from portal’ option
Click on ‘Save’
 

Can I disable group access for tickets in the portal for some customer groups?
 

Yes, if any of your customers are not comfortable with the group-level access of tickets in the portal, you can disable it by editing the options in the customer group.

Click on ‘Edit’ 
Uncheck the ‘Members can access group tickets from portal’ option
Click on ‘Save’


Can I display my company name in the portal url instead of SupportBee's?

Yes, you can set up your account to use a custom domain name for your portal.
 
Please visit Admin > Custom Domain and fill in the relevant details to set it up.


How can I test out the customer portal feature?

To test this feature, you can send a ticket to your support desk from your personal email or an email not registered with SupportBee. You can then reply to that ticket from SupportBee, and the reply will carry the customer portal url. You can test the link from the reply in an incognito window to view what a customer would view by following the link.

Why don’t I see the Customer portal tab in my SupportBee?

The customer portal software is only available for the ‘Enterprise tier’ and above. Please write to support@supportbee.com for enabling the feature for your account for a 2 week trial.