Customer Portal & Tickets

This page describes what your client sees. Once you have set up a customer access, they sign in to the portal with their own credentials and see a reduced interface.

What is this view for?

The customer portal is the direct line between your client and you. It simplifies communication in both directions: the customer checks the status themselves instead of calling — and reports requests the moment they surface, instead of saving them up for the monthly meeting. That way you discover problems as early as possible.

Three ways your customer reaches you

1. Insight — they check rounds, incidents and released reports live, always limited to their properties. Every look replaces a follow-up call.
2. Tickets — they report a request with photo and priority; it arrives on your side as a ticket in the task list (type "Ticket", with sender and time of receipt), and they follow the progress in the shared history.
3. Ticket QR — even without a login or app, anyone at the property can report via the QR notice. The report lands on your side under Reports → Incidents; from there you create a task if needed. The lowest possible barrier, so a problem reaches you immediately.

What the customer sees

The customer access shows only the properties assigned to that customer. Which areas appear within it is up to you, via the visible areas — Rounds, Incidents, Tickets, Material, Work orders, Attendance proof, and Reports. In the Reports area the customer only sees submitted form reports with a valid proof: drafts, cancelled reports and reports carrying the badge "Record not valid" (signature rejected, mandatory signature missing, or completion cancelled) do not appear there, neither in the export nor via an old link.

The property record is not part of the customer access. The customer picks their properties as a filter in the enabled areas, but opens neither the property list nor a single property: master data, settings, key figures and contacts of a property stay with you. If they open a property's address directly, they land on their start page.

A newly created access starts with Rounds only. Everything else you enable deliberately.

Tickets

If the Tickets area is enabled, the customer can do more than read along — they can report an issue themselves.

Navigation (customer view): Tickets

Opening a ticket

Via New ticket the customer fills in a short form:

What arrives on your side

The ticket becomes a task of type "Ticket" in your portal, with sender (the reporting customer), time of receipt and property already set. You accept it, assign it and complete it like any other task. In the task list, such entries carry a customer note in the Created by column.

The conversation

Ticket and task share one comment thread. Replies from your team appear for the customer and trigger a notification, so they can follow progress without calling.

If an employee reports the task as not feasible, the ticket shows the customer the tag Not feasible: reason — for example "Not feasible: Access denied". The customer does not see the internal explanation or the photo of the report. If you dismiss the report, the tag disappears again.

Reporting without login: the ticket QR poster

In addition to the customer portal, each property can have a ticket QR poster: a QR code at the site through which anyone — even without a customer account or app — can report an issue with a description and photo. That report lands in Reports → Incidents, not in the task list; you create a task from it if needed. It is set up in the property under Incidents & Forms → Ticket QR — or for all of a customer's properties at once via the Ticket QR entry on the customer detail page.

Material

If the Material area is enabled, the customer sees the material stock of their properties — only for properties where the Material feature is activated. The view is read-only: item, unit and current stock; purchase prices are never shown to the customer.

Navigation (customer view): Material

In addition, the customer can request material themselves: they pick the property, enter a quantity per item and optionally add a note. The request arrives in your approval inbox under Master data → Material → Requests; the customer follows the status (Pending, Approved, Rejected, Fulfilled) themselves and can withdraw pending requests. The flow on your side is described on the Material (property) page.

Work Orders

If the Work orders area is enabled, the customer sees the work orders you created for them under My orders — read-only, the maintenance stays with you.

Navigation (customer view): Work orders

The list shows every order with title, status (Open, Completed, Billed), property, entry date and net total. Clicking one opens the detail view — at the same time the customer's proof-of-service view:

• Header — property, recorded on, completed on if applicable, and net total; for terminated orders the note "Expires on …" or "Ended …".
• Billing positions — the agreed positions with quantity (or "by effort"), unit price and VAT.
• Services rendered — what was actually delivered: recorded services with minutes plus consumed material with quantity.

This lets your client reconcile agreement and delivered service themselves, without waiting for the monthly report.

Attendance Proof

If the Attendance proof area is enabled, the customer checks for themselves whether the agreed visits at their properties took place — per visit with duration and gap, measured against your targets. The view is read-only.

Navigation (customer view): Attendance proof

The customer picks a property and a period of at most 92 days. The list shows per visit:

Deleted visits do not disappear from the list; they remain visible with the Deleted tag. Clicking an edited visit opens Changes to this visit: every correction with old and new value, time, person and reason. This lets your client verify that corrections only ever happen as a marked, traceable step.

Personnel number or name

Employees appear to the customer without names by default: each person is listed with their personnel number — the number from the employee account (profile → personnel number), the same one that appears on the timesheet. If a person has no personnel number, a fixed code such as "MA-7F3K" is shown instead; it stays the same across all periods but cannot be traced back to the name. The same label is used for the person who made a correction. Assign personnel numbers uniquely: if two accounts share a number, both appear under it. Whether the customer sees names instead is your decision per access, via the Personnel number | With names switch under the visible areas; the switch only appears once the area is enabled.

Proof type per property

Which proof a customer sees is not tied to the access but to the property: under Property → Settings → Service proof you set the proof type per property — attendance proof, rounds, task proof or reports — and the customer view: personnel number (default), with names or not visible. The customer access receives exactly the proof areas its properties carry; a property with customer view "not visible" appears in no proof. In the access's visible areas the four proof areas are therefore read-only, with a hint per property. Whether names appear also follows the property's customer view; the old Personnel number | With names switch on the access only applies to legacy properties without a proof type. With "All properties" every row carries the label of its own property — names and personnel numbers can share one list; the column title "Employee" only appears once every property releases names.

Good to Know

Permissions

Related Pages

• Customer View — set up customer access and enable areas
• Customer List — overview of all customers
• Task List — where the tickets land on your side
• Work Orders — the operator's view of orders