How to Configure the Customer Portal in the Cases App?

Updated on September 21, 2018 05:07am by Admin

There are numerous situations where you might need to keep a customer informed of the status of a specific case in your Cases App. Apptivo provides the ability to add third-party customers to specific cases, so they can login and view the progress of the case details using their own account.

There are few prerequisites to be followed in order to allow customer’s contact to access the Cases portal:

  • Create Customer
  • Create Contact
  • Provide access to Contact
  • Generate Portal
  • Invite Contact to Collaborate with the business

Create Customer on Business Account

  1. Log in and access Customers App from the universal navigation menu bar (Note: Make sure to add the Customers App from the App Store).
  2. Click on “Create” button found in the left navigation panel.
  3. Enter the required information to create a new customer record.
  4. Once, entered, hit on “Create” found at the bottom.
  5. After creating the record, the customer overview page will be displayed.
    customer created

Create Contact for a Customer

On the customer overview page, scroll down to view the “Contacts” section in which you can create a new contact record associated to the above created customer.

  1. Click on “Create” button.
    create customer contact
  2. Enter the contact basic details on the Create Contact page.
  3. The created contact will now be associated with the Customer.
    customer contact created

Assigning Roles to Contact

The role assignment allows the contact record to access the cases portal.

  1. Go to Contacts App, click on “More (...)” icon -> “Settings”.
  2. Go to "Security" -> “Actions” -> Turn on “Enable Login”. (Note: Ensure to enable the Disable Login too)
    enable login for contact
  3. Now, go to the created contact view page.
  4. Click on “Enable Login” button.
    click on enable login
  5. Scroll down on the contact view page. You can now view the table named “App Access Privileges”.
  6. Roles can be added by this section.
    add roles to contacts

Note: You are also allowed to create a new custom privilege instead of using the default role.

Generate Portal

After providing roles to the customer’s contact, it is now time to generate your portal link which will be published to your invitees via email.

  1. Go to the Cases App, click on “More (...)” icon -> “Settings”.
  2. Click on “Interfaces” -> “Portal URLs” from the left navigation panel.
  3. You will view the default URL provided by Apptivo in combination with your firm name.
  4. You must select this URL and send to the customer’s contact manually via email.
    cases app portal url

Inviting Contact

  1. Go to Contacts App, create a new contact or select an existing contact.
  2. Click on “Enable Login” action button and provide the access privilege.
  3. After enabling the login action for a contact, the contact email address would receive an email notification as shown in the image below, from which the contact must accept the invitation:
    xinnected email notification

Customer Connection

Customer’s Contact Login

  1. The Customer’s Contact would create an account by providing a password.
    customer contact signup

Portal Dashboard

Contact must go back to his email and click on the link (i.e Portal URL sent by the Organisation). Contact will be redirected to login page to enter an email address and password.

Dashboard displays all cases created by this xinnected customer’s contact.

  1. To view the detailed information, click on “More (...)" details.
    view cases

Cases App - Communication

  1. Now, the contact can create cases.
    case created by contact
  2. The created cases will be collected in the Apptivo Cases App.
    case created in cases app
  3. The notes can be created by the contact.
    notes created by contact
  4. It will be displayed as history.
    notes created in cases app