Get a customer into the portal

They can do it themselves. On the portal page: Skriv din e-mailadresse, så sender vi dig et sikkert link, hvor du kan se og besvare dine henvendelser. Intet kodeord at huske. They enter their address — dig@eksempel.dk — and Send mig et sikkert link.

Hvis adressen matcher nogen henvendelser, er et link på vej. Tjek din indbakke, og dit spamfilter hvis det ikke dukker op.

Note the wording: we do not confirm whether the address matched anything. That is deliberate — otherwise the page would tell anybody whether a given person is a customer of yours.

Or you send it. From a ticket, send the customer their portal link directly. This is the better route when they have written to you already, and it is one click while you are answering anyway.

When a customer cannot get in, it is almost always one of three things:

• The email does not match. The link is keyed to the address on the tickets. Somebody writing from their personal address, or a colleague of the original sender, will see nothing. Check the address on the ticket.
• The email went to spam. Tell them to check it before you resend.
• The link has been used or has aged out. Send a new one; they are single-purpose by design.

⟦Log ud⟧ and Brug en anden e-mailadresse let them switch address on a shared machine.

One address, one view. If several people at a customer need to follow the same requests, either make sure they are all writing from addresses you have on tickets, or copy them on the replies instead — there is no shared company login.