The customer can login to the Portal and create a ticket there with all the necessary files attached. In the Portal the client has access to the list of all their tickets, both solved and pending, as well as they can see comments on these tickets.
You can enable or restrict system features, available to your customers and use each feature individually or in any combination. In addition, you can configure the user rights for the specific ticket fields.
In case if you get requests from different users on behalf of the same company, you can assign a customer account manager to this company. The manager will see all the requests from all the users linked to this company and will be able to participate in their discussion.
Detailed information about the settings is available here:
- Client managers
- Individual fields in the tickets