No password to forget, no app to install, no seat to pay for. Clients enter their email address, receive a one-time code, and land in a portal carrying your logo where they can raise a request, follow its progress and search your knowledge base.
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The usual reason is friction: another password, another login, another thing to reset. So clients go back to email and phone, and the portal becomes an expensive thing nobody opens.
A portal a client signs into twice a year is a portal whose password they have always forgotten, so they email instead.
Without somewhere to look it up, “any update on that?” arrives by phone, and answering it costs more than the update.
Answers live in individual replies rather than anywhere a client can find them, so the same question is answered again next month.
No app, no download. A browser and the email address you already have on file.
They enter their address, receive a one-time code and are in. Nothing to remember for next time.
Your knowledge base is right there, so a good proportion of visits end without a ticket being raised at all.
It lands in your queue against their record, and they can follow it through to resolution without ringing anyone.
Give every client a front door that carries your brand, and take the status calls out of the day.
A request channel staff will use, with a knowledge base that answers the repeat questions before they are asked.
Tenants and site contacts raise requests without an account to manage or a seat to pay for.
No. Portal users are free and unlimited on every plan, including the free one. Only agents — the people doing the work — consume a paid seat.
Not currently, and it is worth being precise about it. The portal carries your logo, company name and support details, so it reads as yours — but it is served from a Vertask address and the colour scheme is not configurable. If a fully white-labelled portal on your own domain is a requirement, this does not meet it yet.
They enter their email address and receive a one-time code. There is no password to create, forget or reset, which is the single biggest reason client portals go unused.
You choose. Assets, contracts and properties can each be shown or hidden per portal, and clients only ever see records belonging to them. Those views are read-only — clients can raise and follow requests, but cannot edit records, sign contracts or fill in workbooks.
Yes. Portal access can be limited to specific IP addresses when a client requires it, and a client can be blocked by email address, domain or keyword.
Yes. The client portal and knowledge base are part of the help desk, which is free for two agents with unlimited tickets and no credit card.