Tickets in the Portal

When using the Portal, you have the option to enable the ticket module for your customers and partners. This allows them to create new tickets in the Portal – including linking assets, tracking developments on existing tickets, adding information directly and accessing historical tickets.

Note: All tickets assigned to their own organization are generally visible to Portal users. This means that users can view tickets of their own organization. The condition is that ticket access has been granted and not revoked.

Customers and partners can directly create a ticket in the asset detail page within the Portal. The advantage is that the asset is automatically linked to the ticket. The Portal user only needs to provide the subject and can, if necessary, add a message – including the option to attach images or files.

Additionally, there is the option to allow Portal users to categorize the ticket and fill in data fields – this varies depending on the configuration. You can find more information about this here.

Note: For questions regarding the configuration of ticket categorization, please contact [email protected].

Of course, the contact information is also pre-filled. Additionally, there is the option to add parts. More details about this can be found here.

Also in the Portal, the "Tickets" tab is located in the left navigation bar. Through this tab, Portal users can get an overview of all tickets associated with their own organization. As mentioned earlier, the Portal displays all tickets linked to the organization and for which access has been granted.

The functions and features in the ticket overview are the same as for internal users: Tickets can be searched, sorted and filtered. Additionally, custom views can be created. More information on this can be found, for example, here.

In the ticket overview, it is also possible to add a new ticket. The options are the same as described above. However, no asset is automatically linked by default – it can, however, be manually added.
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The ticket detail view in the Portal for Portal users is a simplified version of the classic view for internal users. Portal users can view all public information here, including:

The Portal user can directly reply to emails or add new messages via the corresponding button in the Portal. Communication thus takes place directly through the Portal. Additionally, customers and partners have the ability to quickly and clearly get an overview of open or already closed tickets.

The ticket status is also displayed in the Portal, but in a simplified version. Here’s an overview:

The status fields in the Portal are highlighted using a traffic light system: "Awaiting reply" is red, "Being Processed" is orange, and "Closed" is green.