Client portal
The end user or the customer portal is one of the channels through which customers can interact or raise their queries in the form of Incidents. Through this section, admin can manage client portal branding, modify the theme, and logo and also decide several display settings as described below.
Domain: Select the Domain or Company name for which you want to apply the below settings.
Note: In case of satellite and service desk you can add multiple domains and each domain can have its own customer portal so this section will allow you to make modifications to respective companies’ client portal.
Client portal logo: Manage the branding of your company by uploading the Company’s logo or text.
Image/Text: The text or the image can be uploaded that would appear and will be displayed on the client portal page.
Favicon: Upload the Favicon icon for better visibility of the client portal.
Theme: Match up the theme of the client portal with your website or any theme of your choice.
Template:[Possible only in case of download version] System offers default template for selection, if you wish to modify the layout of client portal, you can create a new template.
Follow the below steps for creating a new template:
1) Copy /template/client/default to /template/client/new template
2) Modify new template files under the new-template folder
3) Now you should be able to select new-template here
Date time format: The date time format for the client portal can be edited from here. By default, the standard Php date time format is M-jS, Y G:i
Time zone: The time zone for the client portal can be set and changed from here. Staff can override this setting from their own profile to modify time zone and to view Incidents in their own time if they are located in different time zone.
Disable client portal: Using this option you can disable the client portal.
Display pages: In this section, it will decide the pages that would be displayed on the client portal.
Solutions: This will allow you to enable or disable the solutions on the client portal. If display after login is selected then the solution option will be available after the client has logged in.
Submit Incident: The submit Incident option can be enabled or disabled from here. If display after login is selected then the submit option will be available after the client has logged in.
View Incidents: The view Incidents option can be enabled or disabled here for client portal. If yes is selected then clients can view their Incidents along with the details for solved as well as unsolved Incidents.
Login: This will allow you to select whether there should be login or not on the client portal.
Register: The register option on the client portal can be enabled or disabled from here.
Billing: This will allow you to display the details of the billing such as the invoices, products, and orders on the client portal.
Service catalog: From here you can enable or disable the service catalog in the client portal.
Forums: If you wish to keep the forums visible so that client using the software can get updated with the activities happening in the forums then select yes.
Assets: You can define if the assets are to be displayed on the client portal or not.
Incident rating: The Incident rating can be enabled or disabled from here.
Assigned to: This will allow you to show the names of the staff member to whom the Incident is assigned. If the Incident is not assigned to any staff member then the term “nobody” appears on it.
SLA: This will allow you to select whether the SLA (response time and resolution time) should appear for the Incidents in the client portal or not.
Html editor: The HTML editor can be activated while submitting and replying to the Incident in the client portal by selecting yes.
Staff name and profile image: The name of the staff and profile image can be displayed on the Incidents in the client portal by selecting yes.
Can the client close the Incident?
If you wish to grant the right to the client for closing the Incident from client portal, you can define it here.
Client feedback: The permission for allowing the client to pride a feedback is from here.
Solutions and Incident search: We have provided the Incident search option in the client portal for searching solutions. You can keep this option available on the client portal as per your requirement.
Default Page before login: You can define which webpage should be visible before login when the client opens the client portal.
Default Page after login: You can define which webpage should be visible after login when the client opens the client portal.
List Count : Here you can define the number of incidents to be displayed on the client portal.
Privacy policy : If you want your clients while they submit the incident to refer the privacy policy then you can enable this privacy policy field where you can add the link of the privacy policy.
Update : You can update the changes done in the client portal from here.
