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.

Watch this video that explains External Users.

https://www.youtube.com/watch?v=bRavaIVzctk

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).

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.