Setting up tickets and the customer portal
Tickets give you a simple place to track support requests — either internally within your team, or from your own customers through a branded portal.
Note
Tickets are an add-on, turned on separately from your Base or Professional plan. Internal Tickets is free. Customer Tickets (the external portal) is a paid add-on and appears as a line item on your subscription.
Turning tickets on
- Go to Organisation → Add-ons.
- Enable Internal Tickets to track support requests within your own team, Customer Tickets to also let your customers submit and follow tickets themselves, or both.
- Once enabled, Tickets appears in the sidebar.
Warning
Only Admins can install or remove add-ons.
Internal tickets
Use Internal Tickets to log and track support requests raised by your own team — an IT issue, a request for new equipment, anything that needs following up rather than getting lost in email or chat.
- Go to Tickets and click New Ticket.
- Give it a subject and description, and assign it to whoever's handling it.
- Track it through to resolution — comments on a ticket are visible to your whole team.
The customer portal
With Customer Tickets enabled, your customers get their own sign-in to a portal where they can submit tickets and follow their progress, without seeing anything else in your organisation's ClearAsset account.
- Customers only ever see their own tickets and comments — never another customer's, and never your team's internal notes on a ticket.
- Any comment you mark as an internal note stays visible to your team only and is never shown to the customer.
- Your team responds to customer tickets from the same Tickets page as internal ones — there's no separate inbox to check.
Tip
Set a Ticket SLA under Organisation → Ticket SLA so your team has a clear target for first response and resolution times.