Editions: Support Desk & Enterprise The Advanced Portal allows your customers to create tickets, view open and closed tickets, contribute additional information and attachments to tickets, search the knowledge base as well as their tickets in general. The URL for your Advanced Portal can be found under the Admin section, My Portal tab. Logging In: When your customers visit your portal site, they will be presented with the login form below. When they enter in their email address, if we know who they are and have been granted portal access by you, the password box will appear for them. If they are apart of the _unknown company, and you have granted the _unknown company portal access as well as the contact, they will not need a password - they can just click the login button and never see the password box appear. The Request Access link will direct your customer to your Basic Portal form and allow them to submit a ticket if they are unable to login to the advanced portal.  You can also bypass the login altogether by integrating the portal into your app. See this article on 3rd party app integration here. The picture below includes a header graphic example. This is to illustrate your ability to add your logo at the top. Once logged in, your customer will be presented with the following page:  Your customers can view the tickets that have been assigned to their record in your TeamSupport account. They can also view their organizations open tickets, all closed tickets, view the Knowledge Base and Wiki articles that have been made visible to them. They can also search for keywords to help find answers to questions, or their tickets. Searching will return both Knowledge Base tickets as well as Wiki articles.  Your customers can see the details for this particular ticket by clicking any ticket in the list. They can also add entries to the ticket by clicking the add comment button. In addition, if your customer is satisfied with the resolution, they can close the ticket.  To create a new portal ticket, click the Tickets label.  Add Screen Recording Your customers can record their screen which will auto embed into the ticket. When you view the ticket within your account, you will be able to play the video right from the ticket. Add ticket type selection TeamSupport allows you to customize the types of tickets you want to manage. You can create as many as you like and determine which types may be selected by your customers on this form. Please see here about customizing ticket types and setting them to be "visible on portal". It is important to note that your customers can select the product and version they are having an issue with based on what products/versions you have associated with them (Enterprise edition only). To stop a discontinued version of a particular product from showing up on the portal, simply edit the product version and uncheck the "Is Released" checkbox. Likewise - if a version is not showing up on the portal, it is likely because the "Is Released" checkbox is not set. (Enterprise Only). Click here to learn more about customer/product association and editing version information. Knowledge Base tickets may be presented on the portal as well. In order to display these tickets on the portal to your customers, simply set Visible to Customer and Knowledgebase to Yes.  Additionally, you can segregate ticket actions (entries) made by your staff as visible on the portal. As shown above, the ticket must have the "visible on portal checked. When you add an action to a ticket, simply check the "visible to customers" box.  You can also mark actions visible to customers, and/or add a ticket action to the Knowledge Base by clicking the eye icon or the Knowledge Base icon from the main ticket page. |
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Customer Portals >
Advanced Portal |