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Configuring a Customer Support Portal

The Customer Support Portal is a portal that allows your customers to:

  1. Open tickets
  2. Track tickets
  3. Access your knowledge base
  4. If he is the main contact, view all company tickets

Atera automatically generates a domain for your company: companyname.servicedesk.atera.com.

You may define your own sub-domain that will be redirected to the Atera generated URL above.

Your specific URL can be found in your account setting, Admin > Customer portal.

 

In order for your customer to access his/her Portal they must receive a username and password from you.

There are two options to accomplish the above:

1. Manually provide your customer their password by going to Customers > Specific Customer >Contacts > Choose Specific Contact and manually keying in a password. Following this action you will need to send the credentials to your customer. 

2. Automatically, generate an email welcoming new Contacts and creating a user name and password for them. This enables immediate access to the customer portal (without manual technician intervention). 

Note: A Contact will be added automatically to the system and allocated to his/her company based on the domain name the first time the Contact opens a ticket (provided the company exists in the system).

Just enable the following option: "Send an email when a new contact is added to the system using a template".

 

Template content:

Hi {[Contact First Name]},

You're just registered to my portal,

Please login to my portal with the following credentials:


Link : {[Portal Address]}

User : {[Portal Username]}

Password : {[Portal Password]}

 

Best regards,

Support Team.

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