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 need someone to approve them before work proceeds — an access request needing a manager's sign-off, for instance. If you're asked to approve, you'll be able to review the request and record your decision.
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 a customer reference set by the support team — that one is read-only, and it's how they match you to their own records.
Where to go next
- Support agents and managers: see the Agent guide.
- Configuring the Service Desk: see the Agent guide → Configuration (administrators).