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Last updated:August 19, 2025

Customer Portal Activation

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The Customer Portal allows end users to track ticket progress and optionally book appointments. This setup guide walks you through enabling and configuring the portal via Automated Actions in the Admin panel.

What is the Customer Portal?

Before you begin, make sure you’ve checked the overview to understand its capabilities.

Activation Methods

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You can configure everything around the Customer Portal Activation inside Automated Actions in the Admin panel.

You can activate the Customer Portal in different ways. We will go over the most common ones in this topic.

  • You can configure a “Send email” automated action and integrate Customer Portal links.
  • You can configure a  “Create Info” automated action and integrate Customer Portal links
  • You can configure a “Send SMS” automated action and integrate Customer Portal links.

You have as well different options to configure what end users can achieve in the Customer Portal:

  1. Tracking Only – End users receive a link to track ticket progress.
  2. Tracking + Appointment Booking – End users receive a link to track progress and book appointments.

Tracking Only

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To allow end users to track ticket progress only:

  1. Go to Admin panel -> Process -> Automated Actions.
  2. Click on the plus button to open the Automated Action form.
  3. Enter a name for your automated action (eg. Tracking Links Only)
  4. (Optional) – Add a description for your automated action.
  5. Select the ticket object.
  6. Click on Create action.
  7. Pick a action of your choice, eg. send email.
  8. Fill in the Action settings fields. Customize the Email/Info/SMS content.
💡 Tip: Use the # in the body to find the Customer Portal link action.

Tracking + Appointment Booking

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To allow end users to book and change appointments:

  1. Go to Admin panel -> Process -> Automated Actions.
  2. Click on the plus button to open the Automated Action form.
  3. Enter a name for your automated action (eg. Tracking and Appt. Booking)
  4. (Optional) – Add a description for your automated action.
  5. Select the ticket object.
  6. Click on Create action.
  7. Pick a action of your choice, eg. send email.
  8. Fill in the Action settings fields. Customize the Email/Info/SMS content.
💡 First Tip: Use the # in the body to find the Customer Portal book appointment action.
 
💡 Second Tip: Appointment windows are defined by SLA Profiles or custom intervals. Check out the Customer Portal Customization topic for more helpful information about customization as well.

Content Customization

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Example - Printer Company wants to customize

Imagine a printer repair company, Easy Printer Solution GmbH, wants to let customers track their ticket status and book appointments. By setting up the second activation method and customizing the portal appearance, they create a branded, self-service experience for their customers.

After you have selected one of the automated actions to activate the Customer Portal you are also able to customize the SMS/email content that end-users will receive.

  1. Edit Action settings.
  2. The from field should a configured SMTP email address.
  3. In the To field enter the @ symbol to reveal the alias list.
    Select the [AffectedMobile] alias.
    This alias will automatically insert the email address of the affected person that is clicking the ticket link.
  4. (Optional) – Enter CC address(es).
  5. (Optional) – Enter BCC address(es).
  6. Enter a subject for the email. In our case we want our end users to click on the link, therefore we decide to write a catchy and memorable subject: Wohoo! Your repair-super man is already on the way to fix your printer!
  7. Check the appointment booking option if customers should be able to book appointments on their own.
  8. Customize the email content. As we want to sound engaging we decide to use the following:

    Hey @[AffectedFirstName],

    Good News! We received your request and are therefore sending out our best forces to quickly fix your printer issue.     Expect to meet our best matching engineer in the next 48 hours.
    You have our guarantee on that!

    Repair is on the way soon.
    Check out when the engineer is coming with the link provided below!
    [#CustomerPortal_Link]

    Best Regards
    Easy Printer Solution Company GmbH
     
  9. Click on the black ADD button.
  10. Click Save.
  11. You can now preview if your action works by utilizing a test ticket with a valid email address.

FAQ - Customer Portal

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You can activate the Customer Portal in different ways. We will go over the most common ones here

  • You can configure a “Send email” automated action and integrate Customer Portal links.
  • You can configure a  “Create Info” automated action and integrate Customer Portal links
  • You can configure a “Send SMS” automated action and integrate Customer Portal links.

You have as well different options to configure what end users can achieve in the Customer Portal:

  1. Tracking Only – End users receive a link to track ticket progress.
  2. Tracking + Appointment Booking – End users receive a link to track progress and book appointments.

You can configure everything around the Customer Portal Activation inside Automated Actions in the Admin panel.

  • Dispatchers need to create tickets with a valid and correct end-user email address.
  • Dispatchers are not allowed to leave the email address field empty when creating tickets.
  • The matching Automated Action for the Customer Portal functionality has to be activated.

Yes. You can configure portal profiles to allow tracking only.

The following settings can be currently configured inside the Customer Portal Settings page:

  • You can create different Customer Portal Profiles for different projects
  • You can configure if your end users should be able to leave feedback on tracked tickets
  • You can configure a custom company logo that should be visible for your end users when using the tracking link
  • You can configure that the custom company logo directs your end users to a custom website (usually you may aim for the company website)
  • You can customize the salutation that is displayed inside the booking window and change the appointment window
  • You can customize the text that is displayed inside the booking windows and change the appointment window
  • You can customize the disclaimer text that is displayed inside the booking window and change the appointment window
  • You can customize available end-user booking appointment windows by using SLA profiles
  • You can customize available customer booking appointment time windows by using custom intervals

Yes. You can assign different portal profiles to different projects.

The custom logo must meet the following requirements:

  • The picture must be in .jpg or .png format
  • The maximum file size is 20 kilobytes
  • The maximum pixel file should not exceed 25 pixels

Yes, you can clone Customer Portal Profiles. This makes sense if you want to use a profile as a template to create another profile for example for another project.

  1. Select a Profile from the Customer Portal List.
  2. Click on the black squared copy button.

No. Each portal link is ticket-specific and secure. No login is required.

Yes. The portal is optimized for both desktop and mobile devices.

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