Self-serve User Portal

You may want to take advantage of the features that the Self-serve User Portal can provide for your customers - a means by which your customer end-users can log and track their own tickets and browse the Knowledge Base - all from a web browser.

Users can access the portal from the URL included in your welcome email and is the root directory of your installation e.g. http://[yourcompany]

The following features allow you to make the portal work best for you and your customers:

  • Ticket logging and tracking - Allows users to view their own tickets and customer 'owner' users to see all tickets for their organisation. Users can also How Portal End-users Create Tickets and How Portal End-users Track Tickets here.
  • Customisation - Add your corporate look and feel including your company logo to the Portal interface. See Customising the Self-serve User Portal.
  • Knowledge Base creation and management - Add rich content to the KB so that customers and Staff Agents can access information where and when needed. See Knowledge Base.
  • Announcements - Communicate pertinent info by publishing announcements on the portal for all your customers to see. See Announcements.
Customer users with client Dashboard accounts would have been automatically imported during the integration process - and can use their existing Remote Management & Monitoring login credentials to access the Portal. Other users either need to be created in Service Desk or can register themselves on the Portal. See How Portal End-users Register.