Customer Service Portal¶

The Customer Service Portal gives your customers a branded, self-service window into their service history — without calling your office. Customers can view past and upcoming jobs, review invoices, download PDF copies, and make payments, all from a secure web page that requires no password to access.

What the portal offers¶

Once a customer has portal access, they can:

Customers can submit service requests and view their job and invoice history, but they cannot modify existing jobs, reschedule, or edit their own records. All scheduling decisions and changes still go through your team.

How customers access the portal¶

Portal access is designed to be simple and secure — no passwords, no account creation, and no forgotten-credential headaches.

1. FSM Navigator sends the customer a secure login link via email.
2. The customer clicks the link and is taken directly to their portal dashboard.
3. They can browse jobs, invoices, and service history immediately.

Each login link is:

• Single-use — once clicked, the link cannot be reused
• Time-limited — links expire after a short window for security
• Unique to the customer — links are tied to one specific customer and company

Automatic portal provisioning¶

You do not need to manually set up portal accounts. Portal access is created automatically when you send an invoice to a customer with an email address on file.

The flow works like this:

1. You create an invoice for a completed job.
2. You click Send to email the invoice to the customer.
3. FSM Navigator checks whether the customer already has portal access.
4. If not, a portal account is created automatically and a login link is included in the invoice email.
5. The customer clicks the link and lands on their portal — with the invoice ready to view.

Resend an access link¶

If a customer's login link has expired or they cannot find the original email, you can resend a fresh link at any time:

1. Open the Customers page and click the customer name.
2. On the customer detail page, find the Portal Access section.
3. Click Resend Access Link.
4. A new login link is emailed to the customer immediately.

The previous link is invalidated as soon as the new one is sent, so only the latest link works.

Security and privacy¶

The Customer Portal is built with strict security in mind:

• Encrypted connections — All portal traffic is encrypted in transit.
• Tenant isolation — Each customer sees only their own data. They cannot access other customers' jobs, invoices, or information.
• Single-use links — Login links are consumed on first use and cannot be shared or reused.
• Time-limited access — Login links expire automatically. Customers request a fresh link when they need to return.
• No stored passwords — Because there are no passwords, there is nothing for attackers to steal or guess.

Portal visibility controls¶

Company owners can control whether the Customer Portal is active for their organization:

1. Go to Settings → Company Settings.
2. Find the Customer Portal toggle.
3. Enable or disable the portal for all customers.

When disabled, existing portal links stop working and customers see a message that the portal is currently unavailable. Re-enabling the portal restores access without losing any data.

Enable or disable service requests in the portal¶

Customers can submit requests only if your company has this feature enabled. You control whether the portal accepts new service requests:

1. Go to Settings → Company Settings → Customer Portal tab.
2. Find the Enable Customer Service Requests toggle.
3. Switch it on (enabled by default) or off as needed.

What happens when enabled¶

When enabled, customers see a Request Service button on the portal's Jobs page. They can submit requests directly — describing their location, the type of service needed, and when they would like work done. Your team reviews each request in the Jobs dashboard and decides whether to approve it as a new job or decline it with a reason.

What happens when disabled¶

When disabled, the request button and form disappear from the portal. Existing requests remain visible but new ones cannot be submitted. Customers can still view jobs, invoices, and service history — just not submit new requests.

Request a service¶

Customers with full portal access can submit service requests directly from the portal. This lets them describe what they need without picking up the phone.

To submit a request, the customer:

1. Opens the Jobs page in the portal.
2. Clicks Request Service at the top of the page.
3. Fills out the request form — including their location, the type of service needed, a description of the issue, and optionally a preferred date and urgency level.
4. Clicks Submit Request.

Once submitted, the request appears in the customer's My Service Requests section where they can track its status:

When your team approves or declines a request, the customer receives an email notification with the details.

Track active jobs¶

The portal's Jobs page opens to the Active Jobs tab by default, giving customers immediate visibility into work happening at their locations.

Each active job card shows:

• Current status — a clear, plain-language label like Scheduled, Technician assigned, On the way, Technician arrived, or In progress
• Job title and description — what the work is about
• Location — which service address the job is for
• Assigned technician — the first name of the technician handling the job (shown once assigned)
• Scheduled time — the booking window, if one has been set
• Last updated — how recently the status changed

Jobs are sorted so the most active ones appear first — jobs that are already in progress show at the top, followed by those where a technician is on the way, then scheduled jobs waiting to begin.

Service History tab¶

Completed jobs move to the Service History tab automatically. Customers can switch between active and completed jobs at any time. The service history shows:

• Job title and description
• Completion date
• Technician name
• Service location
• A green Completed badge

History is paginated — customers can load more results as they scroll through past service records.

Frequently asked questions¶

What's next¶

• Managing Customers — Keep customer records accurate so portal provisioning works smoothly.
• Create an Invoice — Invoice delivery triggers automatic portal access.
• Customer Locations — Ensure every customer has complete address information.
• Subscription Plans — Learn about Pro features including the Customer Portal.
• Service Requests — Learn how your team reviews and manages incoming customer requests.
• Job Statuses — Understand the status labels shown in the portal's Active Jobs view.