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:

For Your Team

Benefits for your team:

• 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

1. Go to Settings > Portal
2. Toggle Enable Customer Portal
3. Configure portal URL
4. Set up branding
5. Save settings

Branding

Customize the portal appearance:

1. Go to Settings > Portal > Branding
2. Upload your logo
3. Set brand colors
4. Customize welcome message
5. Preview changes

Managing Portal Users

How Portal Access Works

Portal access is automatic. Every active contact who belongs to a company and has an email address can sign in to see and follow their own tickets — there's nothing to send and no invitation to accept. When a contact receives a ticket email, it includes a link to view that ticket in the portal; they sign in with their email and a one-time code.

Service accounts and shared mailboxes (like no-reply addresses) are automatically excluded.

Removing Access

To stop a contact from signing in, set their contact record to inactive. Inactive contacts can't access the portal; reactivating the contact restores access.

Helpdesk Admins

By default a contact can only see their own tickets. To let someone manage all of their company's tickets, open their contact and use the Company Portal Access card to promote them to Helpdesk Admin.

User Permissions

Control what each user can access:

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 and shared project-hours displays

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 can reply to company tickets, attach files to replies, add internal notes, complete tickets, approve or reject pending requests, and update status, priority, and assignment within their company
• When enabled on a company record, helpdesk admins for that company can also set ticket due dates
• When shared from the company Onsite page (Share with helpdesk admins), helpdesk admins can open Onsite in the portal — a read-only calendar of that company's dated visits and office holidays only, never internal staff OOO, on-call, or travel. Undated staff “needs dispatch” queue items are not shown in the portal
• When shared from a project page, specific helpdesk admins can view that project's monthly tracked hours and hour target in the portal
• Helpdesk admins can see the Forms section and submit any active portal form
• Standard customer contacts see the Forms section only when staff has given them access to at least one form
• Helpdesk admin replies and completion notes are sent to the ticket requester; the recipient is shown for clarity but cannot be changed from the portal
• 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 or Contact

The view-as 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

1. Open any Company detail page
2. Click View as company in the header
3. 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
4. The portal opens immediately with the selected perspective

You can also activate view-as from the quick actions menu on the Companies list, from a portal-enabled contact's Customer Portal Access card, or from the People actions menu.

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:

1. Go to Settings > Portal > Ticket Form
2. Enable/disable fields
3. Add custom fields
4. Set required fields
5. 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:

1. Go to Settings > Automations
2. Create rule for portal ticket source
3. Set assignment, priority, or category
4. 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:

1. Open the ticket
2. Enter response in reply form
3. Attach files if needed
4. Submit update

Replies notify the assigned technician.

Asset Visibility

Showing Assets

Display customer assets in portal:

1. Go to Settings > Portal > Assets
2. Enable Show Assets
3. Configure visible fields
4. 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:

1. Customer views an asset
2. Clicks Report Issue
3. Ticket is pre-populated with asset info
4. Customer adds details and submits

Knowledge Base in Portal

Publishing Articles

Make knowledge base articles visible:

1. Edit the article
2. Set visibility to Portal
3. Optionally restrict to specific companies
4. Publish the article

Featured Content

Highlight important articles:

1. Edit the article
2. Enable Featured in Portal
3. 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:

1. Create a Custom Report
2. Enable Share with Portal
3. Select which companies can view
4. Save the report

Report Access

Customers access shared reports:

1. Log into portal
2. Navigate to Reports section
3. Select report
4. 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

See also

• Knowledge Base
• Managing Tickets
• Branding

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:

For Your Team

Benefits for your team:

• 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

1. Go to Settings > Portal
2. Toggle Enable Customer Portal
3. Configure portal URL
4. Set up branding
5. Save settings

Branding

Customize the portal appearance:

1. Go to Settings > Portal > Branding
2. Upload your logo
3. Set brand colors
4. Customize welcome message
5. Preview changes

Managing Portal Users

How Portal Access Works

Portal access is automatic. Every active contact who belongs to a company and has an email address can sign in to see and follow their own tickets — there's nothing to send and no invitation to accept. When a contact receives a ticket email, it includes a link to view that ticket in the portal; they sign in with their email and a one-time code.

Service accounts and shared mailboxes (like no-reply addresses) are automatically excluded.

Removing Access

To stop a contact from signing in, set their contact record to inactive. Inactive contacts can't access the portal; reactivating the contact restores access.

Helpdesk Admins

By default a contact can only see their own tickets. To let someone manage all of their company's tickets, open their contact and use the Company Portal Access card to promote them to Helpdesk Admin.

User Permissions

Control what each user can access:

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 and shared project-hours displays

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 can reply to company tickets, attach files to replies, add internal notes, complete tickets, approve or reject pending requests, and update status, priority, and assignment within their company
• When enabled on a company record, helpdesk admins for that company can also set ticket due dates
• When shared from the company Onsite page (Share with helpdesk admins), helpdesk admins can open Onsite in the portal — a read-only calendar of that company's dated visits and office holidays only, never internal staff OOO, on-call, or travel. Undated staff “needs dispatch” queue items are not shown in the portal
• When shared from a project page, specific helpdesk admins can view that project's monthly tracked hours and hour target in the portal
• Helpdesk admins can see the Forms section and submit any active portal form
• Standard customer contacts see the Forms section only when staff has given them access to at least one form
• Helpdesk admin replies and completion notes are sent to the ticket requester; the recipient is shown for clarity but cannot be changed from the portal
• 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 or Contact

The view-as 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

1. Open any Company detail page
2. Click View as company in the header
3. 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
4. The portal opens immediately with the selected perspective

You can also activate view-as from the quick actions menu on the Companies list, from a portal-enabled contact's Customer Portal Access card, or from the People actions menu.

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:

1. Go to Settings > Portal > Ticket Form
2. Enable/disable fields
3. Add custom fields
4. Set required fields
5. 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:

1. Go to Settings > Automations
2. Create rule for portal ticket source
3. Set assignment, priority, or category
4. 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:

1. Open the ticket
2. Enter response in reply form
3. Attach files if needed
4. Submit update

Replies notify the assigned technician.

Asset Visibility

Showing Assets

Display customer assets in portal:

1. Go to Settings > Portal > Assets
2. Enable Show Assets
3. Configure visible fields
4. 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:

1. Customer views an asset
2. Clicks Report Issue
3. Ticket is pre-populated with asset info
4. Customer adds details and submits

Knowledge Base in Portal

Publishing Articles

Make knowledge base articles visible:

1. Edit the article
2. Set visibility to Portal
3. Optionally restrict to specific companies
4. Publish the article

Featured Content

Highlight important articles:

1. Edit the article
2. Enable Featured in Portal
3. 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:

1. Create a Custom Report
2. Enable Share with Portal
3. Select which companies can view
4. Save the report

Report Access

Customers access shared reports:

1. Log into portal
2. Navigate to Reports section
3. Select report
4. 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

See also

• Knowledge Base
• Managing Tickets
• Branding