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Customer Login

The Customer Portal allows Customers to log and manage requests, search the Knowledge Base, view outages and view Services provided by the support organization. Other functionality that can be enabled for the Customer Portal includes Forums, Surveys and Chat.

 

Customer Login

To log in as a Customer, at the Login Page

  1. Enter Username

  2. Enter Password

    new_account.png
     

  3. Click Login.

 

Remember Login

The Remember Login option on the Login Page allows the Customer to save their login details  for when they next access the system. By saving login details, if the Customer exits the system without using the Logout button they can instantly access their Home Page without repeating the login process when they next visit the Site. It should be noted that after 30 days, the Customer will be prompted to re-enter their login credentials

 

To use Remember Login:

  1. Enter User Name and Password.

  2. Tick the Remember login box.

  3. Click Login.
    If the Customer ends a session without using the Logout button, they will gain immediate access to the application when they return to the URL. To prevent the immediate login, end the session using the  logout button.

 

Single Sign-on

Customers who are authenticated with an organization's single sign-on provider, bypass the system's Login Page when the single sign-on capability is enabled within the system Setup.

 

Register

First time Customers of the support service who do not have a Username or Password, can select the New Account on the Login screen. This option is only available if the Administrator has enabled it within the application’s Setup.

 

To create a new account:

  1. Click New Account
    The Account form is displayed

    select_new_account.png

  2. Enter Customer Account details, ensuring all required fields are completed

    create_customer_account.png

  3. Click Create
    The details are submitted to the database. Successful entry of Customer information will result in the forwarding of the Customer's login details via email.

    new_account_created.png

  4. Click Login to return to the Login page.

 

Forgot Password

Passwords issued by the support system may be a random string of characters or use the Customer's email address. The password type is defined within the Administrator Setup.

 

Customers can use the Forgot Password link to initiate the application forwarding them their lost password details via email.

 

If a Customer forgets their Password:

  1. Click Forgot Password

    forgot_password.png

  2. Enter the Customer's email address

  3. Click Send
    The Password will be sent to the Customer via email.

  4. Select Login to return to the Login Page.

 

Logging Out

To log out of the application, click the Log Out button in the top right corner of the screen. Select the Login button to return to the main Login screen.