The customer portal is a dedicated Tribe environment where you can follow up on support inquiries and service projects. It keeps all communication with our Customer Care and Professional Services teams in one place, separate from your regular Tribe environment. You will normally use it once access has been granted, either during onboarding or afterwards by invitation from our Customer Care colleagues. By following this guide, you will learn how to access the portal, navigate to it, and use it to check your support tickets and service projects. \
How Do I Gain Access to the Customer Portal?
Only efficy employees can grant you access to the customer portal. Access is provided by email, either during your onboarding or afterwards, when invited by one of our Customer Care colleagues.
Open the invitation email.
Click this link in the email to open the activation page.
Select your language, and confirm your first and last name.
Click Start Now to activate your access and create your password.
Note:
We can provide admin rights to customer portal users, so they can also view support inquiries made by their colleagues. Ask your efficy contact for this when it is relevant for you.
How Do I Navigate to the Customer Portal?
Once your access has been activated, you can switch between your regular Tribe environment and the customer portal at any time.
Log in to Tribe as usual.
Click your initials icon in the top right corner.
Select the Customer Portal environment from the list under My Environments.
Did you know?
Do not confuse the customer portal with the Tribe portal functionality. The Tribe portal functionality lets you build your own portal, while the customer portal is our dedicated environment for support and service projects.
How Do I Check Support Tickets?
Use the Support tab to follow the status of questions and problems you have reported to us, and to respond to open tickets.
Click the Support tab in the top left corner of the customer portal.
Select Waiting for Your Response, Pending, or Closed to view tickets in that phase.
Click a ticket to open it and read its details.
Add a note to respond to an open ticket, or to reopen a ticket with the status Completed.
Click Create a New Ticket to report a new question or problem.
Did you know?
Tribe also offers a chatbot and a live chat. You will usually receive a response even faster through these channels than through a ticket.
Note:
When we close a ticket with the status Completed, you will be asked to complete a short evaluation. This helps us monitor and improve the quality of our service.
How Do I Check Service Projects?
Use the Projects tab to see all service projects you are involved in and to open a project for more detail.
Click the Projects tab in the top left corner of the customer portal.
Select Pending or Closed to view projects in that phase.
Click the name of a service project to open it.
Note:
If you do not see a project you are involved in, let your service project manager know so they can give you the necessary access.
What Information Can I Find Within a Service Project?
Once a project is open, you can navigate between four tabs to find different types of project information.
Click Project Team to see everyone involved in the project.
Click Planning to see all meetings planned for the project.
Click Files to view existing project documents, or to upload your own files, for example data to be imported.
Click Tickets to create a dedicated ticket for an issue or finding, and to share it with the relevant stakeholders, for example when passing functionality feedback to our Product Management department.
Note:
Tickets created within a project are sent to our Customer Care department and should only cover product-related questions. Questions about the design of your own processes are best noted in your implementation guideline and discussed with your CRM coach.
Quick Summary
You can now access the customer portal, switch to it from within Tribe, and use it to follow your support tickets and service projects. You know how to view tickets by phase, respond to them, and create new ones when needed. You also know how to open a service project to check the project team, planning, files, and tickets linked to it.