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LLMs.md

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 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 modules — Rounds, Incidents, Tickets, Material, and Reports & Forms.

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

:::note Not visible to customers Attendance and time-tracking data for your staff is not a customer-access module and stays hidden. The same applies to the KPI dashboard, which reports across the whole tenant. :::

Tickets​

If the Tickets module 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:

FieldNote
TitleRequired — what it is about
PropertyRequired. If the customer has only one property, it is preselected
DescriptionFree text
PriorityHigh, Medium or Low
PhotosAny number of images as attachments

What arrives on your side​

The ticket becomes a task in your portal, with the reporting customer and the property already set. You process 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.

:::caution Internal notes stay internal Comments marked as an internal note are not visible to the customer and trigger no notification. Every other reply reaches them. :::

Material​

If the Material module is enabled, the customer sees the material stock of their properties — only for properties where the material module 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.

:::info Material must be enabled separately Like Tickets, the Material module is a premium building block: the toggle is only operable if the feature is enabled for your account — included in the premium scope or bookable individually. Otherwise it stays disabled and explains why. :::

Good to Know​

:::tip Note

  • A customer only ever sees their own tickets, never those of other clients.
  • Completed and cancelled tickets stay in the list but are marked as closed.
  • If the customer access is switched off via Deactivate access or the customer is archived, access ends. The tasks that were created remain with you. :::

Permissions​

:::info Permission A customer access derives its rights from the enabled modules — you do not assign them individually. The Tickets module lets the customer both view and create their own tickets. :::

ActionRequirement
Set up customer accessEdit customers
Enable modulesEdit customers
View and create tickets (customer)Tickets module active
View stock and request material (customer)Material module active