Customer Portal Concepts
The portal refreshes when a customer returns to its browser tab. Staff with the Set up Customer Portal permission can preview the portal for a contact to check their view.
The Customer Portal is the signed-in site your customers use. When a customer and contact both have portal access enabled, they can see the work and paperwork shared with them.
Action Required lists unsigned quotes to approve and unpaid invoices to pay online; each row opens the customer action in a new tab. Expired quotes are not shown there. Reactivating an expired quote makes it available for the customer to review and sign again.
Upcoming Services Due shows recurring services and their next due dates. A service due within 60 days is marked Due Soon unless an upcoming visit already marks it Scheduled.
Service History & Reports lists past visits newest first, with the work-order type, technician, and a Completed, In progress, or Scheduled status. Customers can open or download each inspection report and any work-acknowledgment files. When a visit has more than one report, Download All Reports downloads them together.
The Paid invoices and Signed quotes settings control whether billing history appears. Depending on which settings are enabled, the portal tab is labeled Invoices, Quotes, or Invoices & Quotes. Files provides customer-visible Property Files and Asset Group Files. When the Asset group information setting is enabled, the portal shows an Asset Groups tab. It groups asset groups by type and property; a customer can open one to see its individual assets and their attributes. Each asset starts with its number in the group's order, matching the asset group page. Inspection reports number only the assets they print, so their numbers can differ when assets are skipped or deleted.
Your Properties lists each property with its address and tracked asset-group types. Portal Users manages the customer's other users.
When the business has the Customer Portal service-request capability and a published portal service-request form, the portal also shows Request service. The customer account and sign-in email are supplied automatically. The contact chooses an allowed existing property; a customer-level portal contact can also request service at a new property by entering an address, while a property-limited contact is restricted to assigned properties. Required questions must be answered before sending. The submission creates a task under Tasks > Service Requests > All marked Submitted through the Customer Portal. The portal form has its own versions and does not change the public website intake form.
When a contact has access to more than one property, All Properties covers everything their access permits and choosing one property scopes the portal. If the person belongs to more than one customer account, the Viewing switcher changes accounts.
The portal's logo, color, and business name follow the brand-specific URL used to sign in. A brand portal may include properties from several offices when those offices use the same brand. Properties and customer-facing records assigned to another brand are excluded from that session; the customer uses the other brand's portal URL and requests its sign-in link to view them.
An inspection report appears only when it has been published with a PDF, belongs to a past visit, and falls within the contact's allowed properties. A draft, a report with no PDF, or one not tied to a visit does not appear. Direct report email and Job Summary sharing are separate from the portal: Send Report emails only the report PDF, while Send Job Summary emails a no-login recap that can include the report with other job information.
Where to find it: The portal your customers sign into; set its address and branding in Settings -> Customer Portal, and turn a customer's access on from their customer page
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