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
- Insight — they check rounds, incidents and released reports live, always limited to their properties. Every look replaces a follow-up call.
- Tickets — they report a request with photo and priority; it arrives on your side as a task, and they follow the progress in the shared history.
- Ticket QR — even without a login or app, anyone at the property can report via the QR notice. 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 & Forms.
A newly created access starts with Rounds only. Everything else you enable deliberately.
:::note Not visible to customers The KPI dashboard, which reports across the whole tenant, stays hidden from the customer. So does the raw time-tracking data of your staff: sign-in method, location and breaks. The attendance proof shows only start, end, duration and gap per visit — and only if you enable that area. :::
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:
| Field | Note |
|---|---|
| Title | Required — what it is about |
| Property | Required. If the customer has only one property, it is preselected |
| Description | Free text |
| Priority | High, Medium or Low |
| Photos | Any 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.
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. 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.
:::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 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.
:::info Material must be enabled separately Like Tickets, the Material area 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. :::
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 cleaning 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:
| Column | Content |
|---|---|
| Date, start, end | When the visit started and ended. A visit still in progress counts up to now and carries the tag Running |
| Duration | Time on site excluding breaks |
| Gap | Time since the end of the previous visit at the same property; overlapping visits are tagged parallel |
| Verdict | Result against the property's targets: minimum duration per visit, minimum gap by day type (weekday or weekend) and planned time window. If no target is set, it reads no target |
| Employee | By default a fixed identifier such as "MA-7F3K" — see Identifier or name |
| Tags | Entered afterwards (by hand instead of via the app), Edited, Deleted and Approved (confirmed by you) |
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.
Identifier or name
Employees appear to the customer pseudonymised by default: each person carries a fixed identifier such as "MA-7F3K" that stays the same across all periods but cannot be traced back to the name. The same identifier is used for the person who made a correction. Whether the customer sees names instead is your decision per access, via the Pseudonymised | With names switch under the visible areas; the switch only appears once the area is enabled.
:::info Enabled by you Attendance proof is included in the customer access and is not booked separately. A new access still starts without it: you enable the area per access and set the name switch. :::
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 areas — you do not assign them individually. The Tickets area lets the customer both view and create their own tickets. :::
| Action | Requirement |
|---|---|
| Set up customer access | Edit customers |
| Enable areas | Edit customers |
| View and create tickets (customer) | Tickets area active |
| View stock and request material (customer) | Material area active |
| View work orders and proof of service (customer) | Work orders area active |
| View attendance proof (customer) | Attendance proof area active |
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