Customers 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
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 created for that customer. Learn how to manage your customers and contacts
Customers can filter tickets by clicking the filter icon () on the top-right side of the page. They will be able to filter by the ticket fields available for them to view or edit. Learn how to set ticket field visibility in the Customer Portal
Manage/View an individual ticket
From Tickets (on the sidebar), select the relevant ticket.
The Ticket page appears.
Tickets can be managed by editing the Ticket Details and Ticket Properties, which can be found on the right side of the screen.
Under Ticket Details, your customers can easily track the status of their support request and see which technician is working on it.
Under Ticket Properties, your customers can view key details about their ticket such as the 'Ticket Priority,' 'Ticket Type,' 'Ticket Impact,' and 'Product Family.' Additionally, any custom fields that you have configured within Atera will be visible here.
Note: Your customers will only be able to view the fields for 'Ticket Status', 'Ticket Type', 'Ticket Impact', and 'Ticket Priority' if they are set as 'Editable' or 'View only' under Admin > Custom Fields > Tickets. Additionally, the 'Product Family' field and any other custom fields that have been created by your admin will only be visible to customers if they have been set as 'Editable.'
See this article for more information on ticket field visibility in the Customer Portal.
Respond to tickets
There is also the option to reply to the ticket directly from the Customer Portal. Simply type your reply in the text editor on the Ticket page. When you're finished, click Publish. The ticket will update automatically and the assigned technician will see the reply.
Your customers can also attach files to their replies in the Customer Portal. This can be done by clicking Attach Files below the text editor and uploading the relevant files.
Add a ticket
Customers can create a new ticket from any page within the Customer Portal.
To get started, simply click the + New Ticket button located in the sidebar.
The Add Ticket page appears
When creating a new ticket, customers can provide essential information such as the 'Ticket Title' (mandatory field), and any other fields thats appear, such as 'Ticket Priority,' 'Ticket Impact,' 'Ticket Type', 'Product Family,' and/or Custom Fields.
Note: An Atera admin can customize which fields are editable, visible, and mandatory within the Customer Portal by modifying the settings in Atera under Admin > Custom Fields > Tickets.
After filling in all the relevant fields, click Save to add the ticket.
Enable your end users to solve problems on their own by creating a Knowledge base that they can access via the Customer Portal. To view Knowledge Base articles, your end users can click the Knowledge Base tab (on the sidebar). The Knowledge Base appears with the relevant Categories, Sections, and Articles enabled for that specific customer. Learn more about setting up a customized Knowledge Base for a customer
To access a specific article, your end user can click the Article title. The Article page appears
Your contacts will be able to view the article content, any relevant files associated with the article, and additional details such as the article's creation and modification dates, and relevant keywords.
They also have the option to rate the article's helpfulness which will help you understand if your Knowledge Base articles are relevant and up-to-date.
Contacts have the option to edit their profile directly from the Customer Portal.
To do this, the contact needs to click My profile (on the sidebar). The My Profile page appears.
From here, the contact can change the First Name, Last Name, Job Title, Email, Phone and Portal password.
The contact can also log out of the Customer Portal from this page.
If your customers forget their password for the Customer Portal, they can reset it directly from the Customer Portal login page by clicking Forgot password?
Enter the contact email address on the Reset Password page. We'll send a password reset code to the email address provided, which can then be used to reset the password and regain Customer Portal access.
Contacts can select their preferred language after logging into the Customer Portal.
Once they receive the Customer Portal URL + username + password and they log in successfully to the Customer facing portal, they can click App Settings (on the sidebar) and select the chevon icon next to the current language to choose their preferred language.
Currently, Atera supports English, French, Deutsch, Spanish, and Italian.
Note: If there is a need for the Customer Portal in a language not currently supported, please contact support. We will guide you through a process to help us expand our language offerings, with your requested language potentially being included in our next release.