Customer portal and self-service · Autessa Support Desk
Customer requests
The Autessa Support Desk customer portal lets customers sign in with their email to submit a request with files, follow every reply from your team, reply back, close a request with a note, reopen it by replying, and share it with colleagues. Every request is a ticket in your queue.
The problem it solves
Customers want to know where things stand
“Any update?” emails are a symptom of a black box. A customer portal shows each request’s status and the whole conversation, so customers can check instead of chase.
What you get
- Submit a request with a subject, a description and attachments; tips on the page help customers include the right detail.
- Before submitting, customers can ask the AI assistant for an instant answer.
- A request started from an assistant chat carries the conversation with it, unless the customer chooses not to attach it.
- My requests lists everything a customer has asked, with a filter to show closed and resolved ones.
- Each request shows its status, last update and the full conversation; replies support files by picker, drop or paste.
- Close a request with an optional note on how it was solved; replying to a closed request reopens it.
- Share a request with a colleague by email; it shows in their portal marked Shared with you.
- Customers get every reply by email as well as in the portal.
How it works
How does customer requests work in Autessa Support Desk?
Sign in
Customers sign in to your Help Center with their email.
Submit
New request: subject, what happened, files. Or ask the assistant first.
Follow along
My requests shows status and every reply. Email notifications arrive too.
Finish or reopen
Close it when solved, or reply later to reopen.
Every option
What customers can do
| Option | What it does |
|---|---|
| Submit a request | Subject, description, attachments, optional attached assistant conversation. |
| My requests | Own requests plus ones shared with them; show closed and resolved. |
| Reply | With files; Ctrl+Enter sends. |
| Close request | With an optional note; replying reopens it. |
| Share | Add a colleague by email so they can follow the request. |
| Status shown | The “Customer sees” label you set for each status. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Customer (signed in to your Help Center) | See and act on only their own requests and ones shared with them. Internal notes are never shown. |
| Support team (Agent, Senior agent, Team lead, Admin) | Work the request as a ticket; manage who follows it. |
FAQ
Questions about customer requests
Straight answers. If something is not covered here, book a demo and ask us directly.
Can customers submit and track tickets in a portal?
Yes. Customers sign in with their email to submit requests, follow every reply, reply back, close and reopen requests in the Help Center.
Can a customer share a request with a colleague?
Yes. They add the colleague’s email and the request appears in that person’s portal marked Shared with you.
Can customers see internal notes?
No. Customers only see public replies and their own messages.
Do customers need to use the portal?
No. Customers can email support and reply by email; the same request is also visible in the portal.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours