Customer Portal Overview#

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

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

  • (Self-) Registration and password management of your customers on the portal

  • Sign up for portal access

  • Integration of any pages of your standard web presence into the portal

  • Form-based input of support requests

  • Display of the current processing status for each support request

  • Support requests via email with optional automatic registration

  • Knowledge database

  • Language and topic-dependent assignment of support requests to responsible individuals

  • Workflow automation

  • Representation of SLAs with escalation possibility

  • Option to integrate an existing customer database

  • Diverse evaluation possibilities

Creating a Support Team#

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

Give your support team a user level of “Full user” or “Moderately complex”. More information can be found at Managing Regular Users.

Creating a Group for the Support Team#

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

More information can be found at Managing Groups.

Creating a Workspace for Support#

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

Then configure at least the following points:

  • Set the workspace type to “Helpdesk”

  • To create and comment on items by email, create an email account on your mail server, e.g., “support@your-company.com”.

  • Add the access data for this account on the second tab.

  • On the third tab, set the “Support Team” group as default responsible. More about configuring workspaces can be found at Managing Workspaces.

  • Save the workspace

Assigning Roles#

While you have the workspace selected, click on “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.

More about assigning roles can be found at Assign Roles.

Attention

To create items from unknown senders via email, you must have assigned a role to the “guest” user. This role must give permission to create items in the associated workspace.

Next Steps#

This concludes the basic helpdesk setup. More information can be found at the following links.