Organization owners, service coordinators and customer contacts
Customer service portal
Give customer contacts a separate view of their requests, published updates and approved reports.
What to do
- The organization owner opens Customer portal and Invite customer contact. Select the correct customer and the contact’s verified sign-in email. Create the link with a reason and send it privately through your existing communication process. No automatic email is sent.
- The contact must have a sign-in identity with the invited verified email. Open the complete invitation link. If signed out, use Sign in in the separate tab, then return to the portal and reload. Accept the invitation within seven days.
- Choose the explicitly shared device and describe observed symptoms. Ask the service company to share the correct device if it is missing; equipment transferred to another customer requires renewed access review.
- Staff review requests in Customer portal management. Publish a customer-visible status and update. Optionally create the linked internal service case; internal notes and the internal case link are not exposed to the customer.
- To share a report, review the entire confirmed PDF and its destination customer, then explicitly share that version. The customer can download the exact stored PDF. Staff can withdraw access; the owner can revoke a contact’s portal access.
- Optional PDF, PNG or JPEG files may be added: 2 MB each, five per request, twenty per contact access per day. A file stays blocked until scanning succeeds. Retry pending scans up to ten times; ask the service company if the limit is reached.
Before you continue
Portal invitations do not grant internal employee roles. Existing sign-in provisioning is required; this feature does not create identity-provider accounts or send emails.
Reports are never shared automatically. Review all names, signatures and notes before sharing. Withdrawing a share cannot erase a copy already downloaded by the recipient.
Invitation links expire after seven days; accepted access lasts until revoked. A contact may submit up to 100 requests in a rolling day.
Do not upload passwords or sensitive personal information. Files are private to authorized contacts of this customer and authorized staff; revoking portal access also blocks file access.
Questions and troubleshooting
Why can I not accept the invitation?
Use the intended identity with its verified email, and the full unexpired link. Ask the service company to check or replace an expired or revoked invitation.
Can I see another customer’s service records?
No. Access is bound to the invited customer account and the accepted identity.
Why is a report missing?
Only explicitly shared confirmed versions appear. Ask your service company if a report needs to be shared. Internal drafts, quotations and billing records are not included.