Customer portal overview

Customer portal overview#

With Allegra you can offer your customers an attractive service interface through which they can communicate with you.

A complete customer portal solution with Allegra offers the following features:

  • (Self-)registration and password management for your customers on the portal

  • Login for access to the portal

  • Inclusion of any pages of your standard web presence in the portal

  • Form-based entry of support requests

  • Display of the current processing status for each support request

  • Support requests by email with optional automatic registration

  • Knowledge base

  • Language- and topic-dependent assignment of support requests to responsibles

  • Workflow automation

  • Mapping of SLAs with escalation capability

  • Option to integrate an existing customer database

  • Versatile reporting options

Creating a support team#

Add your support team members as regular users to the system. Switch to the Administration and click the “People” main menu.

Give your support team a user level of “Full user” or “Moderately complex”. More information on this can be found under Managing regular users.

Creating a group for the support team#

In the “Administration”, add a group “Support team”. Then assign your support team members to this group.

For more on this, see Managing groups.

Creating a workspace for support#

In the “Administration”, click the “Workspaces” button in the main toolbar. Add a new workspace and name it, for example, “Support”.

Then configure at least the following items:

  • Set the workspace type to “Helpdesk”.

  • To be able to create and comment on items by email, create an email account on your mail server, for example “support@your-company.com”.

  • Enter the access credentials for this account on the second tab.

  • On the third tab, set the group “Support team” as the default responsible. For more on configuring workspaces, see Managing workspaces.

  • Save the workspace.

Assigning roles#

With the workspace selected, click “Roles” in the second navigation column. Drag the “Support team group” into the “Responsible” role node, the “Guest” user to the “External” role node, and make yourself or someone else the project administrator.

For more about assigning roles, see Assigning roles.

Attention

In order to create items by email from senders unknown in the system, you must assign a role to the “guest” user. This role must grant permission to create items in the assigned workspace.

Next steps#

This completes the basic helpdesk setup. You can find more information under the following links.

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