Collecting Customer Information

You can configure how the app collects customer data for portal login and ticket association. This is done in the Service Portal Customer Authentication section in the settings.

When Using the Template

If you installed the app using the provided workspace template, this step is already pre-configured:

• The customer board, email column, and cookie generation ID column are pre-selected.

• The setting to collect customer names in the item column is already active.

No need to change anything unless you want to customize further.

Using Your Own Customer Board

You can also use an existing board that stores customer data. If any required column is missing, you don’t need to switch back and forth. Just click the Create Column button next to the dropdown. This lets you add missing columns directly from the configuration view.

Required columns:

• Email column

• Cookie generation ID column

Optional columns:

• Company column

• Customer name, collected either:

  • In the item name

  • As first and last name (will trigger extra dropdowns)

When you switch to first and last name, two new fields will appear where you can map the corresponding columns.

Customer Registration Flow

When a new user signs up:

1. They enter their email address in the portal login.

2. They receive a magic link by email.

3. After clicking the link, they’re logged into the portal.

4. If enabled, they are asked to fill in:

   • Their name (either full name or first and last)

   • Their company name (if selected in the config)

Once submitted, they can start submitting or viewing tickets.