Customer Portal

Provide your customers with a centralized platform for tracking and managing their service requests

How does Portal work?

Clearfeed's Portal provides your customers with a centralized platform for tracking and managing their services requests.

• Once the portal is enabled for your account and Settings have been done.

• Your Customers can use the Portal link and log-in via multiple methods: Google Sign-in, Microsoft Sign-in, or a login link (magic link).

• Once the customer is logged in, he will be able to see all the tickets/requests created by any of the users in the organization.

• Incoming tickets from customer portal are directed to a dedicated Slack channel for easy access by agents.

• Agents can promptly respond to these tickets from within the Slack channel.

• Replies from Slack are automatically sent back to the requester and requester can view and reply back from the portal.

Tickets created through emails are not accessible from the portal as of now.

Customer Portal Setup

Customer Portal is available to customers on Professional and Enterprise plans and can be setup using the instructions below. If it is not available in your account, please reach out to us via [email protected] or over Slack Connect.

To start setting up the Customer Portal - navigate to the 'Portal Setup' section located within the Account Settings. You can do the below settings from Portal Setup that will be shown to your customers when they try to access the Portal:

• Assign a name to the Portal

• Add your company logo

• Whether the portal needs to be enabled for all your customers

Customize Customer Portal Link

Customer Portal Link is by default to <PortalName>.clearfeed.app . In case you want to change it, reach out to us at [email protected]

Adding New Customers

For any new customers to access the Customer Portal, you need to add the customers from the "Customers" page. You can follow the below steps to add Customers:

• Go to Customers -> click on Add New Customer.

• Provide the name of the Customer

• Select the Slack Channels where requests from the Customer is being monitored

  • Slack Channels shouldn't be assigned to another customer

  • Slack Channels should be monitored by Clearfeed

• Add Email domains - Users with these email domains will belong to this customer

Restricting access to Support Portal

You can restrict the access to Customer Support Portal :

• By disabling the Customer Portal for a particular customer

• By allowing specific users the access to Customer Portal

Follow the below steps if access to Support Portal has to be restricted:

• Go to Customers -> Find and click on the Manage button.

• Click on the Edit customer details button to modify the customer's details.

• For restricting access to all users, disable the "Enable Support Portal" and Click "Save".

• For allowing specific users the access, change the "User Access" to "Specific Users"

  • Write the email addresses of the users that will have access to the Portal (Email Domain should be one of the domains associated with the Customer).

  • Click on "Save".

For Custom Fields to be displayed on Portal, please reach out to Clearfeed support via Slack or [email protected]

FAQs

1. How can I test the Customer Portal experience? Answer: The Customer Portal is only accessible to your customers. To test it yourself, create a dummy customer using your own email domain and grant it portal access (Follow steps mentioned here to do this). Now, open the portal link and sign in with that email to experience the portal as a customer would.