Customer portal
For anyone on your team who gives customers access to the customer portal, looks after portal accounts, or wants to know what customers see once they sign in. Start here, then follow the guides in order or jump to the one you need.
BlueHill Customer Portal: user guideWhat the customer portal is The customer portal is the signed-in part of your help center. Customers you invite, or who sign themselves up, use it to open support tickets, follow the conversation on the tickets their company has raised, and complete the onboarding tasks you publ…5 min readThe customer portal at a glanceTwo sides of one feature The portal has a customer side and a team side. - Your customers open it in a browser, sign in with a code sent to their email, and see the help center with two extra links in the header: Tickets, and Home when they have onboarding access. There is nothi…4 min readThe Portal users pageOpen the page Open Support → Portal users. The page is headed Portal users, with a Directory entry on the left and a Self sign-up link that jumps to the help center settings, because sign-up rules are set per help center rather than here. The toolbar | Control | What it does | |…3 min readInvite customers to the portalBefore you start - Sending invitations needs the Owner, Admin or Manager role. Other roles can see who has been invited but not invite. - The person needs an email address. A contact without one, or one that belongs to a team member of your own workspace, cannot be invited. - De…5 min readLink customers, set access and deactivateAll of this happens on Support → Portal users. The same controls are in the mobile app under Settings → Portal users. Link a portal user to a customer The Customer column decides whose tickets and tasks a portal user sees. 1. Find the person and click the value in the Customer c…4 min readLet customers sign up themselvesWhere the setting lives Self sign-up is set per help center, so a brand with its own site can have its own rules. 1. Open Support → Support settings → Help center. 2. If you run several brands, pick the site with the pills at the top (Default, or a brand name). 3. Scroll to the…3 min readHow customers sign in and manage their profileSign in with a code Portal sign-in is passwordless. Each time a customer signs in, BlueHill emails them a six-digit code and a magic link. 1. The customer clicks Sign in in the help center header, or follows a ticket link from an email. The sign-in page is headed Sign in with em…3 min readTickets in the portalThe Support tickets page Tickets in the help center header opens the page headed Support tickets, with the line Track your requests and start new ones — we reply within one business day. - Three tabs split the list: All, Active (open and pending tickets) and Solved. Closed ticke…4 min readOnboarding tasks in the portalWho sees Home Home appears in the portal header, and is the page the customer lands on after signing in, when two things are true: - the portal user is linked to a customer (see Link a portal user to a customer), and - their Access includes Onboarding & tasks (the Full portal de…4 min readBranding, addresses and brandsThe portal uses your help center's branding There are no separate portal branding settings. The portal is the signed-in part of your help center, so it takes everything from Support → Support settings → Help center → Branding: | Field | Where the portal uses it | |---|---| | Hel…3 min readPortal tickets in your inboxHow to spot a portal ticket - The ticket's Channel is Portal. The line under the subject reads Portal · opened and the date, with a globe icon, and the Channel field under Conversation details in the rail says Portal. In the list, a globe marks each portal ticket; the table layo…3 min readFAQ and troubleshootingAccess and visibility My customer can't see a ticket a colleague opened. Their portal account is not linked to the customer record. Open Support → Portal users and pick the customer in the Customer column; the company-wide view appears straight away. See Link a portal user to a…5 min read