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Using the Layer's Self-Service Customer Portal
Using the Layer's Self-Service Customer Portal

How to configure the self-service portal so that your customers can raise service tickets directly to you

R
Written by Raymond Carrel
Updated this week

The Layer's self-service customer portal allows your customers to create cases directly from your website.

The main benefits of having the customer portal on your website are:

  • Streamlined requests from individual customers

  • Customer visibility of their cases and management of cases

  • Access to documentation, e.g. FAQs and guides

Integrating the portal with your website

Read this article to find out how to set up the integration.

Granting access to your customers

Your customers need to be granted access to the self-service portal first. This can be done through the Contacts tab in your Customer record.

The PE column indicates whether or not the user has access.

Activating the user will send them an email similar to the below:

How the customer can access the portal

The customer can use the link on your site to access the portal.

They can create a New Case, View Orders, View Invoices, View Assets, View Knowledgebase as below.

It's also possible to limit what record types are accessible on the portal via the portal configuration area in Settings:

Providing customers with Knowledgebase article access

You can grant customers access to specific KBAs via the Knowledgebase button in the portal.

Check this link for details.

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