Customer Support & Portal

Set up a branded customer portal, manage support tickets, run live chat, publish community content, and track support health — all without leaving Productivity Workbench.

Enabling Customer Support

Go to Settings → Capabilities and enable Customer Support & Portal. Once enabled, the Support section appears in the sidebar with pages for Tickets, Kanban, Config, Forum, Communications, Content, and Support Insights.

Configuring the Customer Portal

Go to Support → Portal Config to configure the publicly accessible portal your customers will use:

• Portal slug — sets the URL path for your portal (e.g. /portal/my-product-support).
• Welcome headline & body — personalise the greeting shown to customers when they land on the portal.
• Authentication methods — allow workspace accounts, email magic links, or both.
• Accepted ticket types — choose which of Support / Incident / Request / Feedback customers can raise.
• Internal-only mode — restrict the portal to internal users only (no external customer access).
• Feature toggles — independently enable or disable Forum, Live Chat, Polls, and Notifications.

SLA Targets

Set first-response and resolution time targets (in hours) for each priority level (Critical, High, Medium, Low) on the Portal Config page. Ticket lists and the Support Kanban board display colour-coded SLA health badges: healthy, warning (≥ 80% elapsed), and breached.

Raising & Managing Tickets

Tickets can be created from the Support → Tickets page or submitted by customers via the portal. Each ticket captures:

• Type (Support / Incident / Request / Feedback), Priority, and Source
• Customer name and email
• Labels for categorisation
• Internal or customer-visible notes
• Assignment to a team member

Move tickets through the lifecycle by updating their status. The timeline records every status change and note automatically.

Support Kanban Board

Go to Support → Kanban for a visual drag-and-drop board. Columns represent each stage of the ticket lifecycle: New → Open → In Progress → Awaiting Customer → Awaiting Internal → Resolved → Closed. SLA health indicators appear directly on each card so breach risks are visible at a glance.

CSAT Ratings

When closing a ticket, record a customer satisfaction rating: Positive, Neutral, or Negative, optionally with a comment. CSAT data is aggregated in the Support Insights report and helps you track satisfaction trends over time.

Ticket Groups

Group related tickets under a named parent via Manage Groups on the Tickets page. This is useful for clustering tickets that share a root cause, a release incident, or a common theme, making coordinated resolution easier.

Community Forum

The built-in forum is visible to customers in your portal under the Community tab. Support staff can manage threads from Support → Forum:

• Customers post questions, feature requests, and tips.
• Support staff reply, pin announcements, lock resolved threads, and archive old content.
• Threads are categorised (e.g. How-to, Announcements, Feature Requests) for easy browsing.

Live Chat

Go to Support → Communications to manage real-time chat threads. Each customer email address has a single persistent chat thread. Thread status automatically changes to Needs Attention when a customer sends a new message, and to Responded when a support agent replies. Threads can be closed or escalated to a formal ticket.

Polls & Notifications

Go to Support → Content to manage customer-facing communications:

• Polls — create thumbs-up or multiple-choice polls. Published polls appear in the portal for customers to respond to. View response counts and trends on the Content page.
• Notifications — publish announcements, maintenance notices, and release updates. Target all portal users or a specific audience by email. Notifications appear in a dedicated banner on the portal.

Support Insights Report

Go to Support → Support Insights for a dedicated analytics dashboard covering:

• Ticket volume and resolution trend over time
• SLA compliance rates per priority
• CSAT score breakdown and trend
• Closure category distribution (how tickets were resolved)
• Ticket type and source mix
• Top customer reporters

Use these charts to identify systemic issues, measure team performance, and prioritise product improvements driven by customer feedback.