Client Portal

Allows you to communicate with your clients and share tasks.

The Client Portal allows you to easily collect and track complaints, problems, requests, and suggestions from your clients. Requests created by your clients are called Support Requests.

You can offer two different methods to communicate with your clients:

• Support Form: You can share the public support form link with your clients. Your clients can directly create a support request through this form without creating any account. You can share the form link on your website, client communication channels, or other areas accessible to your clients.

• Client Portal: This is a portal application specific to your organization, where your clients can log in with their own accounts. From here, your clients can view the support requests they have created, track the status of the requests, and continue communicating by messaging with you.

In addition to support requests through the Client Portal, you can share tasks, bookkeeping records, and files with your clients, managing all communication from a single place.

Thanks to the Client Portal:

• You do not have to deal with recording support requests one by one.

• A record of all support requests is kept, and you can easily access past requests.

• You can determine responsibilities by assigning assignees to support requests.

• You can track what stage the requests are at and how long they have been waiting.

• You can continue your correspondence with your clients over the support request.

• You can share tasks, bookkeeping records, and files with your clients.

• Your clients can track their own requests and the communication history related to the requests through the portal.

Portal Links

To use the client portal, Cubicl provides you with two different links: Support Form Link and Portal Link.

Support Form Link

Cubicl provides you with a Support Form Link to share with your clients. The Support Form Link directs your clients to the public support form. By filling out this form, your clients can create a support request without opening an account in the portal application.

After your client fills out and submits the form, a task is created in the project associated with the support topic. A notification is sent to the assignees assigned to the support topic.

In the created task, you can message with team members and make selected messages visible to the client.

The answer you provide to your client is sent as an email. If your client wants to reply to your answer, they must create a client portal account by clicking the Go to Support Request button.

Portal Link

In addition to the Support Form Link, a Portal Link is also provided to you in Cubicl. The Portal link allows your clients to create a portal account. If your client has previously created a portal account, they can log into their portal account via this link.

Portal Account of A Client

Through the client portal, the client sees:

• notifications from you,

• support requests created by the client,

• tasks shared with the client,

• files shared with the client and files they shared,

• bookkeeping records shared with the client.

Client portal page

For more detailed information, you can visit the website created for the Client Portal.

You can browse the YouTube videos.

You can check screenshots from the portal:

Portal Settings

You can customize both the support form and the portal screen from the Other > Client Portal > Settings page.

Enabling and Disabling the Portal

The public support form is disabled by default. If you want to communicate with your clients through Cubicl, you must turn on the Enable Public Support feature. When you do this, the public form becomes visible.

To use the portal, you must set the portal status to Active.

If you want users to be able to view their existing support requests and the tasks shared with them, but not be able to create new support requests, you should select the Read-Only status.

A client's portal page in read-only status

If you want portal users to neither access the portal screens nor create support requests, you should select the Inactive status.

Don't forget to press the Save button after changing the status.

Support Topics

Support topics allow you to group the support requests created by your clients according to their subjects. For example, you can create support topics such as Accounting, Technical Support, or Other.

For each support topic, you can determine in which project the support requests belonging to this topic will be created. If you wish, you can also add a form to the support topic to get additional information from the client while the support request is being created.

Support Topics

By default, there is only a support topic named "Other". When there is only one support topic, the topic list is not shown in the support request form since clients do not need to select a topic when creating a support request.

Adding a New Support Topic

To create a new support topic, in the form:

• Support Topic: Determine the name of the support topic. For example, Technical Support or Accounting.

• Project: Select the project where support requests belonging to this topic will be created.

• Form: If you want to get additional information from the client while creating a support request, select the form you previously created from the Forms page.

• Assignees: Select the people you want to receive notifications for the support topic and be assigned as assignees in the support requests.

Editing Support Topics

Next to the support topics you have created, there are options to edit, delete, and change order.

When you add a new support topic or make changes to existing support topics, click the Save button to apply the changes.

Responsibles on Support Topics

There are 3 types of responsible/manager for support topics:

Managers

• 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

Adding Forms to the Support Topics

To add a form to a support topic, you must first create this form from the Forms page. For example, you can create different forms such as a Technical Issue Support Form for malfunction requests, a Career Form to collect job applications, or a Visual Media Request Form for your agency work.

A Form Example

You must add the form you created to the relevant support topic from the Client Portal> Settings page.

Form at Support Topic

The questions in the form you created are displayed in the "Additional Information" field when the client creates a support request.

Additional Informations

You can view the client's answers both from the support request opened as a task and through the relevant form on the Forms page.

Form at the Task

Portal Account Settings

You can determine your organization name appearing on the portal, the form name to appear on the support page, and the note to be displayed above the support form.

Portal Settings

Custom Domain

Custom domains allow you to offer your client portal and support form under your own domain name. Only subdomains can be used.

For this process, create a new DNS record (a record indicating which server a web address is on) in the panel where you manage the DNS records of your own domain name. According to DNS standards, CNAME records cannot be added to main domain names. Therefore, the portal application cannot be offered directly over the domain name. You must create a CNAME record for a subdomain under this domain name. The moment you add a CNAME record, this subdomain will also be created.

For example: you can create a subdomain like portal.mycompany.com.

Custom Domain

After the custom domain name is written in the Client Portal, data is displayed; you need to forward the values written here to your IT team and add a DNS record in the relevant domain service.

After the settings are made, when it reaches the "Verified" state, your portal links will now be updated with the domain name you entered.

Customization Settings

This area allows you to personalize your client portal.

To customize the login and registration pages, you can use the Customize button next to it. Using the customization interface, you can make various visual settings for the background, left panel, buttons, and texts.

Customization Interface

Favicon is the icon shown in the browser tab of your portal application.

By changing the text you wrote in the Page Title field, you can determine the title of the application in the browser tab.

In the Page Links field, you can add links you want your clients to see when logging into your client portal, and provide information about your company. Add the URL you want and the name of this link to the Page Links field. These links you added will be displayed under the login and registration pages in the Client Portal web application.

Language of Support Page

This field allows you to set the portal settings in different languages. If there are settings defined for a language, those settings are used in the support form. Otherwise, default settings are used. This way, your clients see the page suitable for their language.

Language of Support Page

Hiding Archived Tasks on the Portal

You can activate this feature to hide archived tasks on your client's portal page.

Using the Client Portal with Corporate Clients

In the client portal, each client registers with an e-mail and creates an account, and can track their own requests, tasks, files, and bookkeeping records. However, the Client Portal can be used not only for individual clients but also for corporate clients.

When you create a corporate client from the Clients page in Cubicl, there is a Connections field under the client. Connections represent the people you communicate with in the corporation.

For example, let's assume you have a client named Acme Corp. Under this client, you can create different connections such as:

• [e-mail]

• [e-mail]

• [e-mail]

These people can be in different departments of the corporation. For example, you can communicate with the purchasing department via [e-mail], and with the accounting department via [e-mail].

Connections' Portal Accounts

For the connections under the corporation to be able to use the Client Portal, they must create separate portal accounts via the Portal Link.

Each e-mail address has its own portal account. However, individuals defined as connections under the same client can see the support requests created by each other.

For example:

• [e-mail] created a support request.

• [e-mail] and [e-mail] are also registered as connections under the same client.

In this case, when other connections log into their portal accounts, they can see the support request created by John. They can read the correspondence in the support request and write comments on the relevant support request themselves.

Notifications

The fact that connections are under the same client does not mean that all connections will receive notifications for every action.

For example, when [e-mail] creates a support request, the notification for this support request is not sent to [e-mail].

Similarly, when a response is written to the support request by the organization offering the client portal, notifications are not sent to other connections.

However, other connections can log into their portal accounts and see the relevant support request and previous correspondence.

Files

There is a Files tab in the Client Portal. In this area, both client connections and the organization offering the client portal can share files. Connections under the same client can see the files shared by each other. However, a file share made by one connection is not sent as a notification to other connections.

Invoices

There is also an Invoices tab in the Client Portal. The organization offering the client portal can create receivable and payable records for the client. The client does not have the authority to create records in this area. A notification regarding the created receivable or payable record is sent to all connections under the same client.

Merging Clients

Cubicl has a Merge Clients feature to collect duplicate or separately opened records under a single roof. However, there is a very critical point to consider when applying this process.

Instead of creating different people in the corporation as connections under a single client, let's assume you created them as separate clients:

• [e-mail] is a separate client

• [e-mail] is a separate client

• [e-mail] is a separate client

You can merge these separate records under a single client using the "Merge Clients" feature. However, when you merge the clients, past records found in other portals are only linked to the account of the client you determined as the main account during the merge.

As a result of this process, other users will no longer be able to see the support requests and past records they previously created through their separate portal accounts.

Therefore; if it is desired that more than one person in the organization can see support requests and other records in the same client portal collaboratively and smoothly from their own accounts, it will be much more correct and safer to manually add people to the "Connections" area under a single client instead of merging the clients later.

Thanks to this structure, each connection has its own portal account, and support requests, tasks, and files created on behalf of the same organization can be viewed smoothly by all relevant connections.

To get more information about creating clients and merging clients, visit the Clients page in the guide.