To collect support request and communicate with the client.
The Client Portal allows you to automatically collect and track complaints, problems, requests, and suggestions from your clients. Requests created by your clients are called Support Requests. You can assign users to Support Requests, follow the process with your clients, and communicate with them.
With this feature, you provide a portal specific to your organization where your clients can contact you. Your clients can create their own user accounts in the portal. In this way:
- You do not have to deal with creating tasks for support requests one by one.
- All support requests are saved, so they cannot be forgotten.
- You can find past records about the support request.
- Who has responsibility for support requests is clear.
- It is seen at what stage the support requests are and how long they have been waiting.
- You interact with clients without leaving the app.
- The most importantly, client satisfaction increases.
Client Portal Page
To communicate with your clients, you can share two different links with them: Support Form Link and Portal Link.
Cubicl provides you a Support Form Link to give to your clients. Support Form Link directs your clients to the public support form. By filling out this form, your clients can create a support request without creating an account or registering. The support form is like that:
Your clients send the form with information such as name, surname, e-mail, subject, title, description, and file. This support request is created as a task in the related project. Assignees or project admins are notified when a support form is sent by a client:
Support Request Notification from a Client
Clicking on this notification will take you to the relevant task. You can write a reply and communicate with each other. Only the answers you make visible to the client will be seen by her.
A Support Task
When you reply to a support request, an e-mail goes to the client. By clicking the link in the e-mail, the client can see the support request and answers given by assignees. The client can reply to you.
So, within Cubicl, you can connect with the client. Support requests are recorded as a task and you can track them. Client's requests are not forgotten or your work is not interrupted by a phone call from the client.
It is recommended that you should share the Support Form link with clients to collect support requests. Also, you can add that link as a button to your website.
Portal link allows clients to create a user account on the Client Portal so they can view tasks and files shared by your organization. If you want to conduct long-term projects or works with your clients, you can share the portal link to them so they can have an account.
Portal Login Page
The portal page shows notifications, support requests, tasks, and files shared between you and your client. Your client can see the states of tasks you shared with them and can follow or unfollow tasks if they want.
Support Page of a Client
Notifications about the client's activities on the portal drop your Cubicl account. So, you can answer the client quickly. A project is completed in time. You and the client conduct a transparent communication. Tasks are not forgotten.
The public support status is turned off by default. If you want to communicate with your clients via Cubicl and collect Support Requests, you must enable public support.
The clients must choose a topic when creating a support request. You can select the project and assignees for topics. For example, the Sales team in the organization can deal with the "Sales" topic, and the Account team can deal with the "Invoices" topic. Or two assignees in the same project deal with all of those topics. If there are questions you want to ask clients while they are creating support requests, you can add Forms which are created earlier on the Forms page.
By default, there is only one support topic named "Other". Notifications about all support requests are sent to the selected project and assignees. While there is only one support topic, the list of topics is not shown in the create a support request form.
Add a New Support Topic
To add a new support topic, add the name of the support topic and the project to create support request tasks and add assignees. Assignees are automatically assigned to the support request task and receive notifications. If an assignee is not added, the notifications go to the project admin. Then, project admin can add assignees later. Yet, click the Add button to save your changes.
To edit support topics, click the pen icon, and to delete them, click the trash can.
There are 3 types of Managers for support topics:
- Assignees: You can assign any users to the support topic.
- Project Admins: You can assign Project Admins to the Support topic. Project Admins are the managers of the project selected for any support topic. You can find detailed information about the Project Admins here.
- Client Managers: You can assign Client Managers to the Support topic. Client Managers are responsible that have been specifically added to clients. To add a Manager to a client, visit;
a. Clients> Create or Edit Clients page, or
Portal Client Manager
b. Client Portal> Portal page.
Assign Client Manager
If you have designated a Client Manager for a support topic in the portal, but you have not assigned a Portal Client Manager to the client/s who contacted you for this topic, the notifications of the support topics and the notifications of the files that the client uploaded to the portal will send to the General Client Managers.
General Client Managers
To add a form to a support topic, you must first create it from the Forms page. For example, you can create different forms such as Bug Tracking Form for software issues, Career Form to collect job applications, Visual Media Request Form for your agency.
A Form Example
Form at Support Topic
Questions in the form you create are displayed in the "Additional Informations" field when a client is creating a support request.
You can view the client's answers both from the support request created as a task and from the relevant form on the Forms page.
Form at the Task
This area allows you to add support for different languages. If there are settings defined for a language, those settings will be used in the support form. Otherwise, default settings will be used. In this way, your customers will see the appropriate settings for their language.
Language of Support Page
Add the organization name that appears to clients on the portal, the support page details -which is name of the form- and the note that will appear above the support form.
This field allows you to customize your portal page. From this field, you can make 4 different customizations for your portal page.
You can use the Customize button to customize the Login page. When you click on this button, you will be redirected to the Client Portal page and you can make your customizations.
You can use the Customize button to customize the Register page. When you click on this button, you will be redirected to the Client Portal page and you can make your customizations.
Login and Register Page Buttons
With the customization interface, you can customize the background, left panel, buttons and fonts. This page can be customized using the settings in the customization menu at the top right. If the menu is hidden, you can click the button in the upper right corner to open it.
Favicon is an field that allows you to change the browser tab icon that represents your application. Click the Update button and select the file, this icon will be displayed in the browser tab of your portal app. If you click on the reset link at the bottom, it will return to the default settings.
You can specify the title of the application in the browser tab by changing the text you type in the Page Title field. Type the new page title and save it. If you click on the reset link at the bottom, it will return to the default settings.
From Page Links field, you can add the links you want your clients to see when they open your client portal. You can also provide information about your company with these links. In this field, add the URL you want and the name of this link. These added links will be displayed at the bottom of the login and register pages in the Client portal web application.