Who can submit
- Customers with access to the portal, granted to them or to their organization.
- People of your team who can open the service project. While the portal is off they see it as a preview, so you can try a request form before customers can.
Portal home
Customers who open/portal see Your portals: one tile for every portal they can enter, whether access was granted to them or to their organization. Each tile shows the logo (or the first letter of the name), the portal name and its greeting. Select a tile to open that portal.
A customer without access to any portal sees a short note instead. Signed-out visitors are sent to the sign-in and come back to the overview. After signing in, customers always land on this overview, also when they have only one portal.
Submit a request
1
Open the portal and choose Submit a request.
2
Pick what you need. The list shows the active request forms of the project.
3
Fill in a Summary, the Details and the fields of the form. Required fields are checked before the request is sent, and again by Collabase.
4
Add files with Add files if needed. Each file may be up to 25 MB, at most 10 files per request.
5
Choose Submit request.
What the team sees
The request is a work item of the service project:
Fields that point at people, related work items or registry objects are not shown in the portal, because customers cannot see those records. Agents fill them in on the work item.
Follow a request
Open a request from My requests to read its timeline, reply to the team and see its status. Customers see the portal name of each status, which can differ from the name the team works with, and only the public replies of the team. Internal notes never reach the portal. Share gives colleagues you name, or your whole organization, access to the request. You can take a share back at any time.Your organization
A customer who is organization admin sees Organization in the portal header. There they invite colleagues from the mail domains of the organization, make a colleague organization admin, remove the role again or remove a colleague from the organization. An organization always keeps at least one organization admin.Your profile
Select your picture at the top right to open a menu with your name and email, Profile and settings, Appearance (light, dark or system), Language and Sign out. The profile page at/portal/profile has five sections:
- Profile: change your display name. Your email address is your sign-in and is shown only.
- Appearance and language: both apply to you alone.
- Password: change your password. The password requirements of your administrator apply, and your other sessions end.
- Notifications: switch emails about your requests on or off.
- Affiliation: your organization and the portals you can open, shown for reference.
Good to know
- A request form that is switched off while a customer fills it in can no longer be submitted. The portal says so and shows the other forms.
- Requests from the earlier portal that were sent with only an email address keep that address and have no requester. They stay visible to your team only.
- Request forms can hold any fields you define. Ask only for what you need to handle the request, and avoid sensitive personal data.