The customer portal

The customer portal is where your customers' contacts get help from you. They raise and follow tickets, ask for things from your service catalogue, answer the questions you send them, approve requests and quotes, sign things off, pay invoices, read your help articles and news, and, for managers, see how their company's IT is doing.

It lives at your instance's address with /portal on the end, for example https://support.yourmsp.co.uk/portal, and wears your name, logo and colours (or a customer's own look) so contacts see your company, not Tenvara.

Signing in#

Contacts type their work email and get a sign-in link by email, with a six digit code beside it. You can also let them Sign in with Microsoft, add a passkey, or set a password with two-factor. Nobody needs a password to use the portal. See Sign-in, profiles and notifications.

To give a contact access, open the contact, press Turn on portal access in the Customer portal card, choose their portal roles, then press Invite to portal. A contact without portal access who is sent an information request or a sign-off gets an invitation that signs them straight in.

What contacts find#

The portal's menu is in groups, and each person only sees the parts their permissions and your modules allow:

• Get help: Home, with a "How can we help?" box that answers as they type, tiles for the common jobs, a To do list of everything they have been asked to fill in, Needs you, their open tickets and your news. Then New ticket, Tickets (with a My requests tab for what they asked for from your catalogue), Request something, the Help centre with your guides, Service status and News. See Tickets and requests in the portal.
• Needs you: Approvals, Information requests (the questions you sent them, answered a page at a time), Changes and Sign-offs to read and sign. See To do, sign-offs and presentations in the portal.
• My company (managers): the company dashboard, people with starters and leavers, services and agreements, projects, visits, business reviews, reports, presentations you have published and documents. See Company pages for managers.
• IT and devices: devices with their health, Connect to my PC, licences and seats, backups, printing, passwords and, when you show it, Sign-up mail (the mail that reaches their sign-up addresses).
• Security and compliance: security, security training, AI readiness and compliance.
• Money (billing contacts): Billing, which opens on invoices, with paying several at once, statements and payment methods, and Quotes. See Billing in the portal.
• Me: their profile, notifications and Give feedback.

What each person sees follows their portal roles and the parts of Tenvara you use. The roles are User, Finance, Manager and IT lead; a contact can hold more than one and gets everything their roles give together, so a finance director who is also the IT lead needs no special set-up. See Portal roles and Portal permissions and people.

Setting it up#

Settings > Customer portal has seven tabs for everything from the portal's name to what each customer sees, and the setup helper's Customer portal, chat and phone section sets what each portal role sees in one table, and Appearance gives it your look with a live preview. Before inviting anyone, set the portal name, then check what a contact sees with See the portal as them on their contact page.

The full guide is in the Customer portal section, starting with Setting up the portal.