The support portal answers the most common support question before anyone asks it: how far along is my request? Every request in CIRO NOISE gets its own page there that only the customer can open with her PIN or secure link. She doesn't need an account. It used to be called the status page, and many people call it a ticket page.
At the top she sees the current status in plain words, and below it the conversation with your team. The page appears in the customer's language and names your organization as the provider, with your legal notice and privacy policy in the footer.
How the support portal works in CIRO NOISE
In the support portal the customer sees the status, the name and photo of the person handling it and a timeline. While the request is new or open, the page says how quickly your team usually responds, once there are enough real response times. Matching public articles from your knowledge base appear alongside, so she may be able to help herself.
In the conversation she writes messages and attaches files. If your team has set an appointment, it shows on the page with date, time and location. Once the problem is solved, she clicks “This solved my problem” and gives one to five stars.
Protected by PIN and link
After submitting the form, the customer gets a six-digit PIN that is shown only once. Every email from support also contains a secure link that opens the page without the PIN and is valid for 90 days. After five wrong attempts, CIRO NOISE locks the PIN. The customer can then request a new link by email if an address is stored on the request, or your team generates a new PIN.
An everyday example
On Monday, Mr. Brandt asked a question about his invoice. Instead of calling on Wednesday, he opens the link in the confirmation email and sees “In progress” with Kira's name. He uploads the missing order number as a PDF. Kira sorts out the invoice, and Mr. Brandt confirms in the support portal that everything is settled.