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External Users

The External Users module is designed for managing and assigning access to specific external users, such as partners, vendors, or specific customers with limited interaction with your tickets.

It's important to note that this module is not intended for creating a self-service customer portal for a large volume of customers. Instead, it is focused on providing controlled access to the system for a select group of external users, ensuring security and efficient management of their interactions with your contact center.

How It Works

If you need to provide limited access to your contact center Daktela for a customer, partner, or other third-party user, you can create an external access for them. The external user is intended only for viewing your internal tickets with certain restrictions. The external user logs into a dedicated external portal at yourcompany.daktela.com/clients/login.

External users do not consume any licenses.

You are able to link the external user to a CRM contact, and they will only be able to see tickets in the external portal where their contact or company is involved.

External users have read-only access to tickets in the portal and cannot see certain system fields, custom fields, or any internal comments. However, they can view email communication and simplified information about other activities (such as calls and chats).

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System fields in read-only state

If allowed, the external user will be able to write external comments and view comments from internal users that are marked as external. This allows for two-way communication between internal and external users through comments, while still maintaining control on the internal user’s side. For this feature to work, external comments must be enabled on ticket category, and the external user must be allowed to view and write external comments.

Creating a New External User

Navigate to Manage → Users → External users and Add new.

Field

Description

Title

Display name for your external user.

Login name

Login, that is used to log in to the external portal.

Description

Make a note of who this external user represent.

Password

Select a password for this external user.

Email

Email of this external user.

Contacts

Select one or multiple contacts that is paired with this external user.

Account contacts

Give external users access to a module where they can view other external users and their settings from the same account in read-only mode.

Account tickets

Allow external user to view all tickets belonging to the same account as the paired contacts

Allow external comments on tickets

Enable external users to create external comments on tickets and view comments from internal users marked as external.



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