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

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#* 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 Desk]] user
#* When clicked, an email that contains the invitation is sent to the user.
#* When clicked, an email that contains the invitation is sent to the user.
#* The {{TBD| template }} is used to formulate the email
#* The [[Portal User Welcome Email]] is used to formulate the email


{{TBD| THIS PROCEDURE NEEDS TO BE TESTED AND REFINED<br>}}
{{TBD| THIS PROCEDURE NEEDS TO BE TESTED AND REFINED<br>}}

Revision as of 00:49, 1 November 2012

Contacts > {contact} > Actions > Invite Contact

In some cases, it makes sense to allow Service Desk users to [[Template: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).

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:

  1. Go to the Contacts tab
  2. Click on the contact you intend to invite
  3. Click Actions > Invite to Portal
    ActionInvite.png
    • This choice appears only when the contact is not already registered as a Service Desk user
    • When clicked, an email that contains the invitation is sent to the user.
    • The Portal User Welcome Email is used to formulate the email

__TBD: THIS PROCEDURE NEEDS TO BE TESTED AND REFINED
__
To invite multiple contacts to use the Service Desk:

  1. 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
  2. Select the contacts and use Export to generate a list of names, addresses, and unique IDs
  3. Copy the Portal User Welcome Email template
  4. Use Excel mail merge functionality to generate emails