Customer portal
The customer portal is a separate, simplified site where customers raise and follow support requests — without seeing the internal tracker, its projects or anyone else's requests. This page is written for customers; the agent side is covered in the Agent guide.
Signing in
Open the portal at your provider's portal address and sign in with your email and password. If self-registration is available you can create an account yourself — email, password, name, and optionally your company and phone number; otherwise your provider creates it for you.
The portal is its own application. A portal account is not an account in the internal tracker: it gets you into the portal and nothing else, even when both live on the same domain.
If there's no registration or sign-in form
Your provider can switch customer registration or customer sign-in off. A missing form is a deliberate setting on their side — contact them for access.
Submitting a request
- Choose New request.
- Pick a request type — these describe the kinds of help on offer (Report a problem, Ask a question, Request access, and so on). Each type asks for the details relevant to it.
- Fill in the subject and description, and submit.
As you fill the form the portal suggests knowledge base articles that look related. It's worth a glance — the answer is often already written down, and you'll have it immediately instead of waiting for a reply.
Tracking your requests
My requests lists everything you've submitted with its current status and when it was last updated. Open one to see:
- its type, priority and description,
- files — attach screenshots or documents at any point,
- the conversation with support — your messages and the agents' replies, in order.
Reply by adding a message to the conversation. Everything about your request happens here, in the portal — replying to a notification email doesn't add to the request.
Keep it in one place
Adding new information as a message on the existing request keeps the whole history in one thread. Opening a second request for the same problem usually slows things down.
Approvals
Some requests — an access request, for instance — go through an internal approval on the provider's side before work proceeds. That happens outside the portal; all you will see is the request's status changing.
Knowledge base
The knowledge base holds published articles that answer common questions and document how-tos. Browse it or search by title — before raising a request, and whenever you'd rather not wait for one.
You see the articles your provider has published for customers; their internal notes stay internal.
Rating the service
Once a request is resolved you can rate how it went, from very poor to excellent, and add a comment. The ratings feed your provider's service-quality statistics, so it's a direct way to tell them what's working.
Your profile
Your portal profile holds your email, name, company and phone number. You may also see an external customer ID — the number you're registered under in the provider's systems (billing, CRM). The support team sets it and you can't change it; until it's set, the field isn't shown at all.
Where to go next
- Support agents and managers: see the Agent guide.
- Configuring the Service Desk: see the Agent guide → Configuration (administrators).