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Customer portal software for support tickets

The self-service portal for support tickets. Integrate your customers directly into your ticket system. More efficient support and less administration!

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What is customer portal software?

Customer portal software is a shared online portal through which a company integrates its customers and partners directly into its own ticket system. Via the self-service portal, customers create and track their support tickets themselves, see the current processing status and exchange documents, without having to follow up on every question.

As a complement to CRM software and contact management, the customer portal brings all your project and support communication with your customers together in one central place.

The advantages of a self-service portal at a glance

Self-service ticket portal

Customers create and track their tickets themselves and can see the current processing status at any time.

Individual access rights

You decide which tickets a customer may only read or also edit. Internal dialogues stay hidden.

Collaboration with partners

Shared file storage and project management for close work with customers and third-party providers.

Work together with your customers and partners

In service companies, projects are often carried out very closely with customers or partners over a long period of time. This results in a high level of coordination that is difficult to handle using conventional communication channels. A better solution for this is a shared partner or customer portal software.

The self-service portal for your customers

Your customers can use the portal to answer many questions that arise when working with tickets themselves:

How many of our tickets are currently being processed

What is the current status of our tickets?

Who is currently processing ticket XY?

This saves your customers from having to follow up and saves your employees valuable support time for the helpdesk.

Tickets instead of mails

If you receive e-mails from your customers, these can be converted directly into tickets on request and sorted into the appropriate ticket channel of the customer portal . For large projects in particular, it makes sense to give your customers access to their tickets. This makes it easy to see how many tickets are still open, in progress or completed.

External access | projectfacts

Individual access rights

Your customer only sees what you release to them. Internal dialogues within the tickets are not visible by default. For each response within the ticket, you can decide for yourself whether it may be readable via the external access or not. You can also specify whether tickets can only be viewed or whether the user of the access can also edit tickets.

For example, may they only see their own tickets or all tickets that originate from their company? May they only read them or also edit them ?

With the customer portal software, customers keep an eye on their tickets themselves

If you wish, you can see, for example, the person handling the ticket, the current status and the elapsed or remaining duration. The ticket overview in the external access can be customised to suit your needs.

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External access | projectfacts

Working with partners and customers

File storage makes joint project work simple and convenient. Thanks to the external access, all team members involved have access to every important document at all times and can also edit them together.

Shared project management lets you outsource sub-projects that are taken on by third-party providers. At the same time, you still retain a full overview of your time and budget planning, because the sub-project remains integrated into your overall plan. The customer portal software supports you here.

Customer portal software at a glance

Smooth exchange

Shared customer portal for a smooth exchange

Own design

Individual design of the external access with your company logo

Central communication

Collected project communication in one central place and an overview of all tickets

Self-service

Let your customers create and edit their own tickets

Support & Hotline | projectfacts

Still have questions? We have the right answer!

Give us a call, send us an e-mail or take a look at our FAQ section! We are happy to answer your questions!

Frequently asked questions

What is a customer portal?
A customer portal is a protected online access through which your customers reach their own concerns: they see the status of their tickets, create new enquiries and find shared documents in one central place. Individual access rights let you control what each customer may see and edit.
What is customer portal software?
Customer portal software is a shared online portal that integrates your customers and partners directly into your ticket system. They create and track their support tickets in self-service, see the processing status and exchange documents, without having to follow up on every question.
What advantages does a self-service portal offer customers?
A self-service portal answers many questions without any follow-up: customers can see how many of their tickets are being processed, what the current status is and who is working on a ticket. This saves your customers from having to follow up and saves your employees valuable support time in the helpdesk.
What is the customer portal software from projectfacts?
The customer portal software is a shared partner or customer portal that integrates your customers directly into your ticket system. This reduces the coordination effort for closely managed projects.
What can customers do themselves via the self-service portal?
Via the customer portal, your customers can answer many questions themselves, for example how many of their tickets are currently being processed, what the status of their tickets is and who is processing a particular ticket. This saves your employees valuable support time in the helpdesk.
Are customer emails automatically converted into tickets?
Yes. If you receive e-mails from your customers, these can be converted directly into tickets on request and sorted into the appropriate ticket channel of the customer portal.
How do I control what my customers see in the portal?
Your customer only sees what you release to them. Internal dialogues within the tickets are not visible by default, and for each response you decide whether it can be read via the external access. You also specify whether tickets can only be viewed or also edited.
Can I customise the customer portal to match my company?
Yes. The external access can be individually designed with your company logo, and the ticket overview can be customised to suit your needs, for example with the person handling the ticket, the current status and the remaining duration.
Is the customer portal suitable for collaboration on projects?
Yes. Via file storage, all parties have external access to important documents at all times and can edit them together. Shared project management lets sub-projects be outsourced while you retain an overview of your time and budget planning.