Set up a service customer and portal

Last updated: August 28, 2026

Learn the concept
This is the step-by-step. For what it is and how it fits the bigger picture, read Service Customer in the reference.

Setup task

What this does

A service customer turns one of your customers into a supported account: you choose which service features they get, and you can give them a portal to raise and track their own tickets.

Open Customers

Go to Menu > Service > Customers.

The tabs

  • Company and Persons. The customer and their contacts.
  • Services. Switch Active on for this customer, then Enable whichever features they should have: Service ticketing, Service assets, Service billing, Service SLA and Service knowledge. Each one you enable adds its own tab.
Service customer's Services tab with Ticketing and Billing enabled
The Services tab: switch a customer Active, then enable the features they need

Give them a portal

  1. On Services, Enable Service ticketing. A new Ticketing tab appears.
  2. On Ticketing, set the Customer Permalink and a Secret Auth Code. Turn on Include Auth Code if you want the code baked into the link you share; otherwise the customer enters it themselves.
  3. Copy the generated Service Desk Url and share it with your customer. They can then raise and follow their own tickets without a full login.
Service customer's Ticketing tab showing the customer portal fields
The Ticketing tab: the customer’s portal link and access code
Good to know. Requestor search on a new ticket only finds customers with Service ticketing enabled here — if you can’t find a customer while raising a ticket, this is the first place to check.

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