Customer Portal
Self-service portal for customers to submit tickets, view assets, and access knowledge base
Overview
Core's Customer Portal provides a self-service interface for your customers to submit support tickets, track their open requests, view their assets, and access your knowledge base. White-label the portal with your branding.
Portal Features
For Customers
What customers can do in the portal:
| Feature | Description |
|---|---|
| Submit Tickets | Create new support requests |
| Track Tickets | View status and history |
| View Assets | See their managed devices |
| Knowledge Base | Browse help articles |
| Reports | Access shared reports |
| Profile | Update contact info |
For Your Team
Benefits for your MSP:
- Reduce phone/email volume
- 24/7 ticket submission
- Consistent ticket data collection
- Customer self-service resolution
- Transparent service delivery
Setting Up the Portal
Enabling the Portal
- Go to Settings > Portal
- Toggle Enable Customer Portal
- Configure portal URL
- Set up branding
- Save settings
Branding
Customize the portal appearance:
- Go to Settings > Portal > Branding
- Upload your logo
- Set brand colors
- Customize welcome message
- Preview changes
Managing Portal Users
Inviting Customers
Send portal invitations:
- Open the contact record
- Click Invite to Portal
- Enter their email
- Choose permissions
- Send invitation
The customer receives an email with login instructions.
Bulk Invitations
Invite multiple contacts:
- Go to Settings > Portal > Users
- Click Bulk Invite
- Select contacts or import list
- Send invitations
User Permissions
Control what each user can access:
| Permission | Description |
|---|---|
| Submit Tickets | Create new tickets |
| View Own Tickets | See tickets they created |
| View Company Tickets | See all company tickets |
| View Assets | See assigned assets |
| View Knowledge Base | Access public articles |
| View Reports | Access shared reports |
User Roles
Assign portal roles to contacts:
- Customer: Basic access — view and create their own tickets, browse the knowledge base
- Helpdesk Admin: Company-wide access — view all company tickets, manage people and assets, access reports
Role limits for data safety
Portal access is intentionally scoped to each user's own company data:
- Helpdesk admin users can manage people and assets for their assigned company only
- Helpdesk admin users cannot delete assets
- Portal users cannot delete or archive people
- People/assets that are not associated with a company are not visible in the portal
View as Company
The "View as Company" feature lets staff members see the portal exactly as a customer would, without needing their login credentials. This is useful for verifying what customers see, troubleshooting issues, and validating data isolation.
Activating View-As Mode
- Open any Company detail page
- Click View as company in the header
- Choose a role:
- View as Helpdesk Admin — see all company tickets, people, and assets
- View as Portal User — pick a specific contact to emulate their individual view
- The portal opens immediately with the selected perspective
You can also activate view-as from the quick actions menu on the Companies list.
While in View-As Mode
- An amber banner at the top shows which company and role you are viewing as
- All data is scoped to that company — you see exactly what the customer sees
- RLS policies enforce the same data boundaries as a real portal user
- Click Exit in the banner to return to the staff view
Session Behavior
- View-as sessions expire automatically after 15 minutes
- Only staff members with an active workspace role can use view-as
- View-as does not affect the customer's actual account or session
Ticket Submission
Ticket Forms
Configure the ticket submission form:
- Go to Settings > Portal > Ticket Form
- Enable/disable fields
- Add custom fields
- Set required fields
- Configure field help text
Form Fields
Available fields for customers:
- Title (required)
- Description (required)
- Category (optional)
- Priority (optional)
- Attachments (optional)
- Custom fields
Auto-Routing
Route portal tickets automatically:
- Go to Settings > Automations
- Create rule for portal ticket source
- Set assignment, priority, or category
- Enable the automation
Customer Ticket View
Ticket List
Customers see their submitted tickets:
- Ticket number and title
- Status and priority
- Date submitted
- Last update
Ticket Details
Clicking a ticket shows:
- Full description
- Update history
- Status timeline
- Attachments
- Reply form
Customer Replies
Customers can respond to tickets:
- Open the ticket
- Enter response in reply form
- Attach files if needed
- Submit update
Replies notify the assigned technician.
Asset Visibility
Showing Assets
Display customer assets in portal:
- Go to Settings > Portal > Assets
- Enable Show Assets
- Configure visible fields
- Set viewing permissions
Asset Fields
Choose what asset info to show:
- Device name and type
- Serial number
- Warranty status
- Configuration details
- Assignment status
Asset-to-Ticket
Let customers create tickets from assets:
- Customer views an asset
- Clicks Report Issue
- Ticket is pre-populated with asset info
- Customer adds details and submits
Knowledge Base in Portal
Publishing Articles
Make knowledge base articles visible:
- Edit the article
- Set visibility to Portal
- Optionally restrict to specific companies
- Publish the article
Featured Content
Highlight important articles:
- Edit the article
- Enable Featured in Portal
- Featured articles appear prominently
Search
Customers can search the knowledge base:
- Full-text search
- Category browsing
- Related articles
- Popular articles
Shared Reports
Publishing Reports
Share reports with portal users:
- Create a Custom Report
- Enable Share with Portal
- Select which companies can view
- Save the report
Report Access
Customers access shared reports:
- Log into portal
- Navigate to Reports section
- Select report
- View filtered to their data
Portal Analytics
Usage Metrics
Track portal adoption:
- Active users
- Tickets submitted
- Knowledge base views
- Search queries
- Login frequency
Feedback
Collect customer feedback:
- Article helpfulness ratings
- Ticket satisfaction surveys
- Feature requests
Best Practices
- Complete branding: Make the portal match your brand
- Curate knowledge base: Publish helpful, accurate content
- Train customers: Send portal usage guide with invitations
- Monitor adoption: Encourage portal use for routine requests
- Maintain content: Keep KB articles current
- Prompt for feedback: Use satisfaction surveys