vtiger Customer Portal - User Manual
Contents
1. Customer Portal Copyright 2003 2006 vtiger com All rights reserved vtiger is a trademark of vtiger com All other trademarks are the property of their respective owners To manage FAQ 1 Log in to vtiger CRM 2 Click the Support gt FAQ tab 3 In FAQ Home page click the Create FAQ button 4 In FAQ Ticket page create a new article Once the article is reviewed change the status to Publish so that it is displayed under Portal Home page Copyright 2003 2006 vtiger com All rights reserved vtiger is a trademark of vtiger com All other trademarks are the property of their respective owners 3 2 Customer Portal Side After creating a portal user in vtiger CRM user login details will be sent to your customer s E mail ID Your customers can perform the following operations in your corporate Customer Portal e Log in to Customer Portal e Submit trouble tickets e View the Trouble Tickets status e View FAQ e Change Password To log in to Customer Portal 1 Access your vendor s Customer Portal URL through Web Browser 2 In Portal Log in page enter the valid login details user name and password provided by your vendor 3 Click the Login button After successfully logging in Customer Portal Home page is displayed To log out from Customer Portal In Customer Portal Home page click the Log out link To submit trouble tickets 1 In Customer Portal Home page click the Submit New Ticket link 2 In the Create New Ticket2. Support Please post your valuable comments feature requests and issues in vtiger CRM Discussions http www vtiger com discussions so that we can provide technical support for you Contact I nformation vtiger Systems India Pvt Ltd 40 41 42 Flat D II Sivasundar Apartments Shastri Street Velachery Chennai 600 042 INDIA Phone No 91 44 4202 1990 Toll Free USA amp Canada 1 877 788 4437 Public Support http discussions vtiger com Copyright 2003 2006 vtiger com All rights reserved vtiger is a trademark of vtiger com All other trademarks are the property of their respective owners
3. page specify the following details a Title Specify the title of the trouble ticket b Description Describe the problem in detail c Priority Select the priority of the trouble ticket Low Medium High and Critical d Category Select the category of the trouble ticket Big Problem Small Problem and Other Problem Note Currently vtiger Customer Portal supports very limited fields 3 Click the Submit button Your ticket will be displayed in Home page under Open Tickets section To view trouble ticket status 1 In Customer Portal Home page Open and Closed tickets status are displayed under the My Open Tickets and Closed Tickets sections respectively Copyright 2003 2006 vtiger com All rights reserved vtiger is a trademark of vtiger com All other trademarks are the property of their respective owners 9 2 In My Open Tickets section click the ticket to view the ticket details 3 You can also provide additional details for resolving the problem If required in the Comments field and click the Submit button To change the Password 1 In Customer Portal Home page click the My Profile hyperlink 2 Inthe My Profile page section change the password and click the Submit button You can use the new password next time when you login again Copyright 2003 2006 vtiger com All rights reserved vtiger is a trademark of vtiger com All other trademarks are the property of their respective owners 10 5 Customer
4. allation Procedure 1 Download vtigercrm customerportal 5 0 0 zip file from the Sourceforge net 2 Extract the vtigercrm customerportal 5 0 0 zip file to an appropriate location in your Web site After extracting the file structure will be lt Web Site gt vtigerCRM customerportal lt Portal related Files gt You can also modify the directory structure as per your Web site file conventions 3 Modify the PortalConfig php file present under vtigerCRM customerportal as given below Server_Path Specify the absolute path URL of the vtiger CRM server For example if your vtiger CRM server is running at http vtigercrm com demo means you need to specify the Server_Path as given below Server Path http en vtiger com Copyright 2003 2006 vtiger com All rights reserved vtiger is a trademark of vtiger com All other trademarks are the property of their respective owners Ba Authenticate_ Path Specify the absolute path URL of the vtiger Customer Portal directory in your Web site For example if you have extracted the vtiger Customer Portal related files in to your Web site at http vtiger com demo portal means you need to specify the value for Authenticate_Path parameter as given below Authenticate_Path http en vtiger com portal upload_ dir Specify the folder patch where customers can attach files temporarily to your Website upload dir tmp Proxy Server Settings Configure proxy server details if your s
5. e the status of the trouble tickets Where as in Customer Portal side the customer log in to the Portal submit trouble tickets and view the solutions provided by the vendor 3 1 vtiger CRM Side In vtiger CRM user interface you can perform the following operations e Manage portal users e Track to trouble tickets e Manage frequently asked questions To create Customer Portal users 1 Log in to vtiger CRM 2 In the Support gt Contacts module either create a new contact or edit the existing contact 3 In the Contact lt Contact Name gt page go to the Customer Portal Information section and select the Portal User check box Also select the Support Start and End dates from Support Start Date and Support End Date respectively 4 Click the Save button An E mail message will be sent to customer intimating the user login details Note Before creating portal user ensure that your vtiger CRM system administrator has configured Outgoing E mail server properly otherwise E mail message will not be sent to the Customer To resolve the trouble tickets 1 Log in to vtiger CRM 2 Click the Support gt Trouble Tickets tab 3 In HelpDesk Home page under List View select the trouble ticket assigned to you 4 In Trouble Ticket page update the ticket details such as solution for the ticket status priority and other details After updating the ticket click the Save button The updated ticket details are immediately reflected in
6. erver is running behind proxies proxy_ host Host Name of the Proxy server proxy port Port Number of the Proxy server proxy_ username User Name to access proxy server proxy password server Password of the user to access proxy Now save the PortalConfig php file 4 Modify the Look amp Feel of the Portal pages as per your Web site requirements By default customerportal css file is bundled with vtiger Customer Portal You can customize the CSS file as per your Web site requirements If you are planning to use a different CSS file change the CSS file link in index php cp_index php and UserTickets php files lt link rel stylesheet type text css href css style css gt 5 You may also change the complete layout of the Portal if you are having hands on experience with PHP HTML and CSS You can also add terms and conditions how to use customer portal policy statement and other details as per your organization requirements These details are beyond the scope of this manual Now your Customer Portal is ready for customers to post their Trouble tickets Copyright 2003 2006 vtiger com All rights reserved vtiger is a trademark of vtiger com All other trademarks are the property of their respective owners 6 3 Working with Customer Portal Customer Portal comprises of two parts In vtiger CRM side where vtiger CRM administrator creates Portal Users and customer support persons updat
7. r 3 Customers access Portal service and first view the Knowledge Base If solution is not available then submits a trouble ticket 4 Now trouble ticket is transferred to the vtiger CRM system and displayed under Trouble Tickets module 5 In vtiger CRM Support Manager assigns tickets to the Support Agents 6 Support Agent receives an automated E mail with the status of the ticket 7 Once Support Agent responds to the problem solution is displayed under customer s Portal Home page After reviewing the solution customer can send further details if the problem is not solved 8 This process continues till the ticket is permanently closed Copyright 2003 2006 vtiger com All rights reserved vtiger is a trademark of vtiger com All other trademarks are the property of their respective owners 4 2 Installing vtiger Customer Portal e System Requirements e Installation Prerequisites e Installation Procedure 2 1 System Requirements e Hardware x486 with 256 MB RAM or higher with a minimum of 100 MB disk space e Operating System Windows 2000 NT XP e Web Server Apache version 2 0 40 and higher or Microsoft version IIS 5 and higher e PHP 4 2 x through 5 1 x 2 2 Installation Prerequisites e The vtiger CRM 5 0 must be used as CRM software by the Product Service Provider e PHP version 4 2 x or 5 1 x is installed in Product Service Provider s Web site before installing vtiger Customer Portal 2 3 Inst
8. vtiger Customer Portal 5 0 User Manual Document History Version 5 0 0 Date August 3 2006 Table of Contents T Introductio Nesei eiaa ne a a aaia aane En eE a FEAA arrene 2 Installing vtiger Customer Portal ssseeeeneeer renere ener EET eaten 2 1 System Requirements 22 ccc eee eee ee eee eee een neat e eee eee eta tates 2 2 Installation PrerequiSiteS cece cece cece senere kreere seere nere renen 2 3 Installation Procedure cccecce cece eee ee eee nee eee eee nena eta tates 3 Working with Customer Portal eneret tk ERE TELE eae tenes Bl Vtiger CRM Sid 50 gaecden oceanic ada tceasw dl ood een Aa a a ce E a eae 3 2 Customer Portal Side 1 W sseeeseeee sett eee ene eens 5 CUSLOMEr SUPPONE seven ED dian a aE NATEN nde van AAA A ENED E NEA N Copyright 2003 2006 vtiger com All rights reserved vtiger is a trademark of vtiger com All other trademarks are the property of their respective owners 1 Introduction vtiger Customer Portal is an add on package for vtiger CRM an Open Source Customer Relationship Management solution You can host the vtiger Customer Portal package in your Web site and enable self service to your customers Note vtiger Customer Portal 5 0 package works only with vtiger CRM 5 0 Working Principle 1 Customer information Contacts in vtiger CRM is registered in vtiger CRM 2 vtiger CRM Support Administrator enables Portal access to the custome
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