The service customer record links one of your customers to the service desk and opens a guest portal where they can raise and track their own tickets. It is how the service desk reaches past your staff to the customers it serves, letting them self-serve instead of emailing.
- What the service customer links and configures
- How the guest portal works
- The status of service-level agreements
Anatomy of the screen
A service customer has tabs for the Company, its Services, Ticketing, Billing and Service Level. It links to the core customer record, and configures the ticket portal: a permalink and auth code for access, whether ticketing is enabled, and a CAPTCHA mode (disabled, only when suspicious, always shown, or always and high-difficulty) to guard the portal at the level you choose.
How it behaves
The guest portal
The portal is real and self-contained. A customer reaches it by a permalink and auth code, signs in to a session that lasts a day, and can then see their open and closed tickets, raise new ones, and reply within a ticket. It gives customers a window onto their own support history without an account in your main system.
Worked example
You enable ticketing for a key customer and share their portal link. From then on they raise and track issues themselves through the portal, and your team works those tickets on the service desk, with the conversation visible to both sides.
Edge cases and good practice
- Set the CAPTCHA mode to match the portal's exposure to abuse.
- The portal is genuinely self-service; customers see their own tickets only.
- Do not rely on built-in SLA timers yet; track deadlines manually for now.