Customers follow and reply to their own case through an expiring link received by email.
What can you do in this module?
- 01
An expiring, revocable portal link without a separate customer account.
- 02
Only customer-facing messages and their attachments are visible; internal notes and work logs are excluded.
- 03
Replies with multiple supported attachments and checked file processing.
- 04
Notify the owner on a new customer reply and resume a waiting case.
- 05
Review a resolved case and reopen it during the permitted grace period, before automatic closure.
- 06
A one-time rating from 1 to 5 and optional written feedback on a resolved or closed case.
Open a specific customer case
The emailed link concerns one case, can expire and can be revoked. Customers see messages addressed to them and shared attachments. They do not gain access to internal worklists or other partners’ cases.
Reply, resolution and feedback
Customers can reply and submit supported attachments, notifying the owner. After resolution, they can report a continuing problem within the permitted period. A one-time rating from 1 to 5 and written feedback help improve service.
Availability and operating conditions
The portal gives access to a specific case; it is not a general customer-account self-service system. Expiry and revocation control access.
Available functions depend on your organisation’s setup and your permissions.
