Get a customer into the portal

They can do it themselves. On the portal page: Ange din e-postadress så skickar vi en säker länk där du kan se och svara på dina ärenden. Inget lösenord att komma ihåg. They enter their address — du@exempel.se — and Skicka mig en säker länk.

Om adressen matchar några ärenden är en länk på väg. Kolla inkorgen, och skräpposten om den inte dyker upp.

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.

⟦Logga ut⟧ and Använd en annan e-postadress 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.