This guide is for staff who triage portal support requests and owners deciding which companion-package features belong in the portal. Every step uses the labels you see on screen.
- The portal builds its Your portal cards and Self-service links from installed companion packages, such as Payments, Events, Newsletter, Access Gate, and Document Lifecycle.
- Configure or enable the relevant capability in its owning package. Customer Portal then resolves the items for each signed-in customer.
- Check the portal as an appropriate customer account to confirm the expected items are available.
Customer Portal does not have an admin screen for manually selecting or ordering cards and self-service links.
- Open Support requests.
- Read the request, requester details, current Status, and Priority.
- Choose Reply to send a response. This changes the request to Waiting on customer.
- Use Mark waiting on customer when you need information before continuing, or Mark resolved when the request is complete.
- Sign in as a portal account and open the portal’s public route (normally
/portal).
- Confirm that the profile, preference, support, and companion-package items are appropriate for that account.
- Support requests and one useful companion integration. Start with the customer-support workflow, then enable a package-owned portal capability that solves a frequent customer need.
| Need | Configure in |
|---|
| Let customers manage preferences | The preference providers from installed packages |
| Reduce inbound support | The companion package that contributes the link |
- Don’t assume every installed package will expose the right item for every account. Check the portal with realistic customer data before relying on it.
| Role | First useful surface |
|---|
| Support staff | Support requests: reply, wait for the customer, or resolve |
| Site owner | The owning companion packages and a customer portal account preview |
| What you see | What it means | What to do |
|---|
| The portal looks empty | No installed provider supplied items for this account | Check the owning companion packages and test with the intended account |
| A customer can’t see the portal | They are not signed in, do not have an active account, or lack access | Confirm their portal account and authentication |
| A support request has no reply | It has not been actioned | Open Support requests, reply, and update its status |
