AgileApps Support Wiki

Difference between revisions of "Invite Contacts to the Service Portal"

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'''Contacts > {contact} > Actions > Invite Contact'''
Typically, contacts are invited to use the Support Portal when [[Self Registration]] is turned off.<br>(If it's turned on, you only need to send them a link, or put the link on your website.)


In some cases, it makes sense to allow [[Service Desk]] users to [[{{HelpDesk}}:Customizing the Service Desk#self-register|self register]]. For example, if a product is sold through retail channels, customers will come to the service desk through the organization's website, and register for support. In such circumstances, there is rarely a need to invite contacts to the Service Desk (although it can be done).
'''To invite a contact to use the Support Portal:'''
 
In other cases, access to the [[Service Desk]] is much more restricted. In a B2B setting, for example, only employees of the client company will be eligible to register as service desk users. In those cases, you'll invite contacts.
 
To invite a single contact to use the [[Service Desk]]:
# Go to the '''Contacts''' tab
# Go to the '''Contacts''' tab
# Click on the contact you intend to invite
# Click on the contact you intend to invite
# Click '''Actions > Invite to Portal'''<br>[[File:ActionInvite.png]]
# Click '''Actions > Invite to Portal'''
#* This choice appears only when the contact is not already registered as a [[Service Desk]] user
#* This choice appears only when the contact is not already registered as a [[Service Portal]] user
#* When clicked, an email that contains the invitation is sent to the user.
#* When clicked, an email is sent to the user, using the [[Service Portal Invitation]] email template.<br>When customers click the link to visit the portal, they are prompted to register using their {{SocialID}}.
#* The [[Portal User Welcome Email]] is used to formulate the email


{{TBD| THIS PROCEDURE NEEDS TO BE TESTED AND REFINED<br>}}
{{Note|<br> Portal users can be created only by inviting them, or by self-registration. They cannot be created directly. When you create a new [[User]]--even if you give them all the right settings (access profile, team, and role)--it's still not quite the same. Such a user will still see the [[Agent Portal]] after logging in, albeit with greatly reduced privileges.}}
To invite multiple contacts to use the [[Service Desk]]:
# Use [[Import]] to upload their names and email addresses into '''Contacts'''
#* A new Contact entry is created for each person
#* Each Contact entry has a unique ID
# Select the contacts and use [[Export]] to generate a list of names, addresses, and unique IDs
# Copy the [[Portal User Welcome Email]] template
# Use Excel mail merge functionality to generate emails

Latest revision as of 00:10, 12 June 2014

Typically, contacts are invited to use the Support Portal when Self Registration is turned off.
(If it's turned on, you only need to send them a link, or put the link on your website.)

To invite a contact to use the Support Portal:

  1. Go to the Contacts tab
  2. Click on the contact you intend to invite
  3. Click Actions > Invite to Portal
    • This choice appears only when the contact is not already registered as a Service Portal user
    • When clicked, an email is sent to the user, using the Service Portal Invitation email template.
      When customers click the link to visit the portal, they are prompted to register using their Facebook, Twitter, or Google ID.

Notepad.png

Note:
Portal users can be created only by inviting them, or by self-registration. They cannot be created directly. When you create a new User--even if you give them all the right settings (access profile, team, and role)--it's still not quite the same. Such a user will still see the Agent Portal after logging in, albeit with greatly reduced privileges.

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