Customer Portal Overview

With Allegra, you can offer your customers an attractive service interface through which they can communicate with you.

A complete customer portal solution with Allegra offers the following functions:

  • (Self) registration and password management of your customers at the portal

  • Login for access to the portal

  • Inclusion of any pages of your standard web presence in the portal

  • Form-based input of support requests

  • Display of the current processing status for each support request

  • Support requests via email with optional automatic registration

  • Knowledge database

  • Language- and topic-dependent assignment of support requests to agents

  • Workflow automation

  • Mapping of SLAs with escalation option

  • Possibility to integrate an existing customer database

  • Various evaluation options

Create support team

Add your support team members to the system as regular users. Switch to the “Administration” perspective and click on the “People” main menu.

Give your support team a user level of “Full User” or “Moderately Complex”. More information about this can be found at Manage Regular Users.

Create group for support team

In “Administration”, add a group “Support-Team”. Afterwards, you can assign your support team members to this group.

You can find more about this under Managing Groups.

Create a workspace for support

Click the “Workspaces” button in the “Administration” section of the main toolbar. Add a new workspace and name it, for example, “Support”.

Then configure at least the following items:

  • Set the workspace type to “Helpdesk”.

  • In order to be able to create and comment items via email, create an email account on your mail server, e.g., “support@your-company.com”.

  • Insert the access data for this account on the second tab.

  • On the third tab, create the group “Support Team” as a default worker. For more on configuring workspaces, see cProjects.

  • Save the workspace.

Assign roles

While you have the workspace selected, click on “Roles” in the second navigation column. Drag the “Support Team Group” to the “Agent” role node and the “Guest” user to the “External” role node and make yourself or someone else the project administrator.

You can find more about assigning roles in Assign Roles.

Attention

In order to be able to create items from unknown senders, you must have assigned a role to the “guest” user. This role must give the permission to create items in the assigned workspace.

Further steps

This completes the basic helpdesk setup. For more information, see the following links.