Registered Customers

Customers are users who interact with your organization through the Self-Service Portal. They can submit tickets, receive updates, and access support resources. You manage them under Users > Customers, where you'll find a searchable and sortable list of all registered customers.

The customer list allows you to:

• Filter the list using filters from the left-pane: Group, Role, Company, and Country.
• Search customers throughout the list for a specific name
• Sort the list - click the column header of the value you want to sort by: Customer (name), Email, Group, Role, Company, and Registered (date)
• Export the list in CSV format
• Add and edit customers.

To edit customer details, click the customer name, or click Add Customer to add a new one.

Customer Profile Details

Basic Info

• Name: Full name of the customer
• Email: Used for cummunications
• Username: Used for login - 5 to 31 characters; letters, numbers, hyphens, underscores, @ and dots (.) allowed. It's usually same as the email address
• Avatar: Profile image shown across the site

Role and Group

• Role: Choose between Customer or Customer Manager
• Group: Assign to a predefined customer group

Access and Notifications

• Active: Toggle access to the Self-Service Portal
• Enable notifications: Turn on email notifications triggered by automation rules

Contact and Company

• Company name
• Url: Personal Url, e.g., LinkedIn
• Address: Country, Region, Address, Postcode/ZIP, City
• Phone and Mobile
• External ID: Reference ID for a 3rd party system, e.g., HRMS

Note

When creating a new account, two additional data are required:

• Send registration email: Toggle to enable sending an email message to customer with login credentials
• Password: Minimum 5 characters

Each customer can change their details from the profile page, except for the following: Group, Role, Active, Enable notifications, and External ID.

Changing Password

To change the user password and login/username, click the Change password button, and enter the following data:

• Username: Enter a new username or retype the old, if you do not want to change.
• New password: Enter at least 5 characters long string. Use 5 to 31 characters. You may use letters, numbers, hyphens, underscores, @, and dot (.).
• Retype password: Retype the password entered in the previous field.

Customer Groups

An organization can have business contacts with more than one customer for providing various services of the organization. To group one or more customers altogether, Sympoq allows the creation of customer groups. They are used in various functions and features, such as:

• Filtering the ticket list by customer group
• Running analytic reports aggregated by customer group
• Settings submission actions in Automation rules, etc.

To edit the list, click the Customer groups button.

To add a new group:

1. Click Add Row
2. Enter Name
3. Enter a Description for your own reference
4. Click Active to enable the group. Non-active groups are not visible in customer list and settings sections.
5. Click Save.

Repeat the steps above to add more customer groups.

To delete a customer group:

1. Click the Actions icon next to the group
2. Select Delete Row
3. Click Save.

Warning

You cannot delete a group that contains registered customers.

Waiting for Approval

If there are self-registered customers waiting for approval, they are listed alongside the registered customers in the list. You can filter the list to show only customers waiting for approval by checking the Waiting for approval checkbox.

Note

The approval process is dependent of the following settings:

• The self-registration process must be enabled in the General settings section: Guest access - Join.
• The option Registration needs approval must be enabled in the Settings > Self registration section. Otherwise, the self-registration is automatically approved.

To approve/dissaprove the self-registration:

1. Select the checkbox(es) next to the customer(s) you wish to approve.
2. Click Approve or Disapprove button.

Warning

• Once you approve the registration, the customer will receive the User Registration message using the email template with automatically generated login credentials: Username and Password.
• The is sent from a notification-only email address that does not accept incoming emails or user replies.

Tip

You can click the customer's name to check the full customer's details.