Customer portal setup
Set up the self-service portal and ticket links, and check everything before customers arrive.
Who can do thisApplication Administrator
Customers reach your desk in two ways: a self-service portal where they sign in with a code, and ticket links in emails that open one request without signing in. Both are set up under Application ManagementOrganisationCustomer portal. The sub-tab has five cards, top to bottom.
Card 1: Customer portal
Send the link automatically emails the requester a link to read and reply to the ticket when an agent picks it up, which means the ticket leaves its first status. No account is needed. Off by default.
- Sent once per ticket, and only when the requester is a known contact of the ticket's customer.
- Skipped when the ticket received mail already carried the link.
- Agents can always create a link by hand on any ticket.
- It goes to the requester only, never to people on the ticket's CC list.
Card 2: Ticket received mail
The confirmation mail. See Mail through the Integration Hub.
Card 3: What customers see and can do
- Show who is handling the request (default on)
- Customers see the agent's name, never an email address: on the request in the portal, on replies in the portal and on the ticket link page. The same setting decides whether the technician's name appears in the sign-off at the bottom of a reply mail. With it off, the sign-off carries only the closing line and the company name. See What your customer sees in a reply.
- Email customers when we answer (default off)
- When an agent adds a comment the customer can see, the requester and each contact on the CC list get an email saying there is an update, with a portal link. It never includes what was written. Its subject carries the ticket number in brackets, for example
Update on [HD-2026-00123] Printer on 2nd floor, so a reply to it threads onto the ticket. Needs a portal address. - Let anyone raise a request (default off)
- People who are not registered contacts can send a request from your portal with a name and email, without attachments. The service desk mode decides which company it is filed against; with Hold for review it waits unfiled.
- Reachable after closing
- How many days a customer can still open and reply to a closed ticket. The same window decides whether an emailed reply reopens a closed ticket. Blank means 30 days, and 0 also means 30 days.
Card 4: Portal address
"Until you add one, the portal cannot be reached at all."
- Under Address, type a short name such as
your-company: letters, digits and hyphens only. Pasting a full web address is refused. - Helpdesk builds the rest. The portal address then looks like
your-company.helpdesk.eu1.juvaro.net. - Open the address in your browser once to check that it loads before you give it to customers.
- A workspace can have up to five addresses. One is Primary, and update emails link to it.
- Remove an address with its x button. Customers using that address lose access.
Each new address needs its own security certificate. Juvaro sets it up for you. If a new address does not load in the browser, contact Juvaro.
The card also offers Or use a domain you already own. Own domains are not available yet: a verified own domain does not load over https. Use the Juvaro address for now.
Card 5: Portal layout
Choose and order the blocks on the portal home page, then click Save. Nothing changes until you save.
- Header and menu: always on.
- Welcome and search, Service tiles, Their recent requests, Guides by topic: on by default.
- Announcement banner: off by default. It needs text and a Kind of notice: Information or Something is wrong.
Reorder blocks with the up and down arrows.
Who can sign in
Every person who should use the portal must exist as a contact with their email address. There is no separate portal user or invitation: any contact can request a sign-in code. A contact sees the tickets where they are the requester, and the tickets where they are on the CC list while they still belong to that customer.
Portal checklist
Work through this list before you tell customers about the portal.
- A shared mailbox is connected in the Integration Hub and Enabled.
- A portal address is added under Portal address, and it loads in your browser.
- Everyone who should sign in exists as a contact with the right email address.
- At least one ticket type has a Portal key, a Description on the tile, Show on the portal ticked and its questions. See Request forms.
- Each published type's flow has a (Customer response) status set.
- Status names read well to a customer.
- Customer articles are Published, have Who for set to Customers or Anyone, and have a category.
- Portal layout is arranged and saved.
- You have decided on Show who is handling the request, Email customers when we answer, Let anyone raise a request and Reachable after closing.
- You have decided on the Ticket received mail and Send the link automatically.
- Customers have the address. Part 4 of this guide is written for them.