Customer portal settings

Open Settings → Customer portal.

Setting	What it does
Customer portal on	When it’s off, customers can’t sign in to the portal.
Emergency phone	Shown to customers when they raise a request. By default your company phone.
Brand colour	The accent colour customers see, like #1E50C8. Blank uses the standard colour. Your logo comes from your company settings.
Terms customers accept	Customers must accept these before using the portal. Changing the text asks every customer to accept again.

Select Save changes.

Urgency questions

When a customer raises a request, they answer Yes or No to each question. The most urgent Yes sets the request’s priority. If nothing is Yes, the priority under If no answer is Yes applies.

By default there are two questions:

• Is anyone at risk of harm right now? Yes means Emergency.
• Does it affect a way out of the building, such as stairs or exits? Yes means High.

Otherwise the request is Normal.

To change them, edit the question text and choose a Priority for each. Select Add question for more, up to 6.

The office can still change the priority when they triage the request.