The client portal

Let customers follow their support requests and open documents assigned to them.

Needs: Client Portal module

The client portal is the customer-facing part of CRM-NG. It gives a signed-in client access to permitted tickets, documents and related service information. Create it with [client_portal] on a page. Employee self-service uses a different portal and shortcode.

Signing in

The portal is the sign-in screen for your clients: going to the WordPress sign-in address brings them to the portal's own sign-in page instead, and staff signing in from a phone land in the phone app.

Create the page and check access

Add the shortcode to a page, review its publication and access settings, then sign in as a demonstration client to test it. Testing as an administrator will not show the restrictions an ordinary customer sees.

Clients normally see their own tickets. Broader access can depend on their portal role, reporting relationships and the company's service plan. Being associated with a company does not by itself grant access to every other contact's support history.

What customers can do

Clients can use the available search and filters to find their tickets, read the conversation and follow the status. Service deadlines appear where configured. Knowledge-base suggestions may help them find an answer before submitting another request. Available service selections and emergency routes depend on the site's setup.

Assigned documents can be opened and signed through the document workflow. Onboarding forms have their own page and assignment process. Notifications, reopening and satisfaction feedback support the follow-up after a reply or resolution.

The documented communication is through tickets, rather than a live-chat service.

Test the intended sharing rules

Use two clients from the same company and a third from another company. Check both the lists and direct links to records. Test any supervisor or company-wide role separately from ordinary client access, and confirm that internal ticket notes and staff project files stay out of the customer view.

If someone cannot see a document or ticket, check its assignment and that person's permissions before widening access for the entire company.