Customer portal user tasks

When you grant portal access to a customer contact, they receive a welcome email with login instructions. After logging in, they can access the following sections:

  • Tickets: Submit and monitor support requests, and communicate with technicians.
  • Knowledge: Browse helpful articles and documentation.
  • Announcements: Stay informed about updates and important messages.

Submit a ticket request from the portal login page

Your customers can submit a ticket request directly from the portal login page without signing in.

  1. From the portal login page, customers select Create an Easy Ticket.

  2. Customers enter the ticket details and select Send Ticket Request.

Submit a ticket request when signed in to the portal

  1. In the portal, customers go to the Tickets page.

  2. They select New Ticket to create a new ticket request.
  3. The customer enters details for the request. Only the Ticket Title is required, we recommend adding more information if available.
  4. Select save to submit the request.

Communicate with a technician inside a ticket

  1. In the portal, customers go to the Tickets page and open a ticket.
  2. They select Add new response.

  3. They can enter a message and upload a file.
  4. Select save to send the message.

Browse knowledge articles

  1. In the portal, customers go to the Knowledge page.

  2. They can search for or select categories to find an article, or open a listed popular or recent article.

Show announcements

  • In the portal, customers go to the Announcements page to review the announcements you post.