Help CenterCustomers can open, manage, track, respond to support tickets, access knowledge base articles, and view all company tickets from an easy-to-use platform. A customized customer experience can be achieved by configuring the Customer Portal URL, sending personalized welcome emails, and choosing what type of tickets customers have access to, learn more about The customer portal.
Tickets
The customer portal allows contacts to see their current tickets and create new ones. When a contact logs on to the Customer portal, they will see all of their tickets, based on the Filters that they have selected. If a contact is selected as Main Contact, they will be able to see all the tickets for the company. Learn how to manage your customers, and how to make the Main Contact in our article: Create a customer, contract and contact.
View tickets
Customers can filter which tickets they can see, by simply changing the filters on the right side of the page.
Once the filters have been selected, simply click on Go and the ticket page will update.
Manage tickets
In order to manage a ticket, first, click on the ticket name.
The ticket page will appear
Tickets can be managed by editing the Ticket Properties, which can be found on the right side of the screen.
From here the ticket status can be changed to Open, Pending, Resolved, Closed, or any Custom ticket status, based on the settings set by the Atera admin. Check the Custom ticket statuses article for more information about Custom ticket statuses.
The ticket type, impact, and priority can be changed from the ticket page, along with other options, as well as Custom Fields set by the Atera admin.
Respond to tickets
There is also the option to reply to the ticket directly from the customer portal. On the ticket page, scroll to the editor section, there a reply can be sent directly from the Customer portal. Simply write down the reply and click on Send Reply. The ticket will update and the assigned technician will see the reply on their dashboard. Files can also be attached to the replies, so they can be shared with technicians working on the ticket, by simply clicking on Choose files.
Add a ticket
The customer portal allows customers to create tickets directly from the page.
On the Customer Portal, click on Add Ticket.
The Add ticket page appears
From this page, a ticket can be created by adding a Ticket Title (mandatory field), along with other fields like Ticket Priority, Ticket impact, Ticket Type, Product Family, as well as your Custom Fields. An Atera admin has the option to make any field mandatory when creating or updating a ticket, by editing the custom fields.
After filling in all the relevant fields, clicking on Save will post the ticket, which will be visible in the Customer Portal, as well as on the Atera Dashboard.
Knowledge Base
With the Customer Portal, contacts can check Knowledge base articles with ease, to help solve problems on their own. To access the Knowledge Base articles, simply click on the Knowledge Base tab, here customers will see all the Categories, Sections, and Articles, made visible for customers by the Atera admin.
To access an article, simply click on the Article title.
The article page will appear, where instructions, files, and information about the article can be found.
Edit your profile
Contacts have the option to edit their profile directly from the Customer portal. In order to edit the profile details, the contact needs to click on their Name > My profile. The Edit Your Profile page will appear.
From the Edit Your Profile page, the customer can change the First Name, Last Name, Job Title, Email, and Phone.
Reset password
Customers can change the password of their contact by going clicking on the Name Profile > My Profile. At the bottom of the page, you have the option to change the password.
In case customers forget their contact password, they can reset it directly from the Customer Portal log-in page, by clicking on Forget password?.
Add the contact email address on the Reset Password Request page. A password reset code will be sent to the email address, that can be used for resetting the password.
Languages
The Customer Portal is available in multiple languages. To change the language of the customer portal, simply click on your Profile Name > Language, and select the desired language.
Dragos Tulbure