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Using the Customer Portal


This article is helpful to you if:

You are a user of Hope & Teal customer portal build on VTiger


Table of Contents

Logging in to the Customer Portal

Changing your Portal Password

Editing your Profile Details

Creating a Case from the Customer Portal

From Cases in the menu

From the homepage shortcut

Uploading a Document to the Customer Portal

From Documents in the menu

From the homepage shortcut

Viewing FAQ in the Customer Portal

Actions Possible on the Records in the Customer Portal

Download a document

Sort records

Filter and export cases

View your or your organization’s records

Logging in to the Customer Portal

You will receive your login credentials by email when sent by the CRM admin.





Follow these steps to log in to the portal:

  1. Click the Login Here link.
  2. Enter the username and password mentioned in the email in the space provided on the login screen.
  3. Click Sign In.
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Editing your Profile Details

Your profile details are a replication of your information stored in the contact record in the CRM. Whenever you change your details from the portal profile, the changes are reflected in the CRM record.

Follow these steps to edit your profile details:

  1. Log in to the portal.
  2. Click the Person icon on the top right corner of the portal.
  3. Select Profile.
  4. Click Edit to change the profile details.

Creating a Case from the Customer Portal

As a Vtiger user, if you are facing a problem using Vtiger, you can report it as a case. You can also view all your open cases in the portal.

Similarly, your customers can report an issue that they are facing with your product/service using the customer portal.

  1. From Cases in the menu

Follow these steps to create a case:

  1. Log in to the portal.
  2. Select Cases from the menu.
  3. Click the New Case button on the Cases page.
  4. Enter the following details mandatorily:
  • Case Title: State the issue briefly in this field.
  • Priority: Set the priority of the issue – Urgent, High, Medium, or Low.
  • Summary: Explain the issue in this field.
  1. Click Save.

  1. From the homepage shortcut

Follow these steps to create a case from the portal homepage:

  1. Log in to the portal.
  2. Click the Create a case button under What would you like to do?.
  3. Enter the following details mandatorily:
  • Case Title: State the issue briefly in this field.
  • Priority: Set the priority of the issue – Urgent, High, Medium, or Low.
  • Summary: Explain the issue in this field.
  1. Click Save.

Uploading a Document to the Customer Portal

There are two ways to upload a document.

  1. From Documents in the menu

Follow these steps to upload a document to the portal:

  1. Log in to the portal.
  2. Select Documents from the menu.
  3. Click the New Document button on the Documents page.
  4. Click Browse to find your document.
  5. Click Save to upload the document.

  1. From the homepage shortcut

Follow these steps to upload a document from the portal homepage:

  1. Log in to the portal.
  2. Click the Upload a document button under What would you like to do?.
  3. Click Browse to find your document.
  4. Click Save to upload the document.

Note:

  • The maximum size of the document that you can upload is 100 MB.
  • Recently uploaded documents are shown on the portal homepage if enabled by the CRM admin.

Viewing FAQ in the Customer Portal

The customer portal can be accessed by using the login credentials received by email.

Follow these steps to view FAQs in the customer portal:

  1. Log in to the portal.
  2. Select FAQ from the menu.
  3. Use the search bar to look for an answer.

Click more… to view other FAQs.

Note: Recently added FAQs are shown on the portal homepage if enabled by the CRM admin.

Actions Possible on the Records in the Customer Portal

Here are the actions that you can perform on the records in the customer portal:

  1. Download a document

Follow these steps to download a document:

  1. Log in to the portal.
  2. Click on Documents, Quotes, Invoices, or another module mentioned above, on the portal menu.
  3. Click the Download button displayed beside the record details.

Note: You can download documents from the Inventory modules only – Invoices, Quotes, Products, Services, Assets, Purchase Orders, Sales Orders, Vendors, Work Orders, and Credit Notes.

  1. Sort records

Follow these steps to sort a list of records:

  1. Log in to the portal.
  2. Click on a module on the menu. You will see the list of records in the module.
  3. Click on the File Name or Subject column to sort the records in ascending or descending order.

  1. Filter and export cases

You can filter cases by status and export them.

Follow these steps to filter and export cases:

  1. Log in to the portal.
  2. Click Cases on the menu.
  3. Click the drop-down on top of the case list to filter cases based on their status.
  4. Click the Export button to export the cases from the current list.

Cases are exported in file with .csv format.

  1. View yours or your organization’s records

This option lets you toggle between the records related to you and anybody in your organization.

Follow these steps to view a record:

  1. Log in to the portal.
  2. Click on a module on the menu. You will see the list of records in the module.
  3. Click Mine or All displayed on top of the column names.
  • Mine shows only your records.
  • All shows the entire organization’s records.