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General
What does the Customer Portal look like?
What does the Customer Portal look like?
To view the customer portal, navigate to People > Clients and View a client. Then click View portal in the Customer Portal section.
How can clients be encouraged to use the Customer Portal?
How can clients be encouraged to use the Customer Portal?
Please share A guide on the Uptick Customer Portal article with the clients to show a breakdown of the portal's functionalities. Ultimately, it comes down to clients seeing the value: the more exposure they have, the more likely they are to adopt, especially with the default reports also including embedded URLs directing them to the portal.
Does using the Customer Portal incur any additional fees?
Does using the Customer Portal incur any additional fees?
The Uptick Customer Portal is free to use and is included in your standard subscription agreement. If you would like to learn more about our premium customer portal, please reach out to [email protected]. for more information.
Can certain elements/features be hidden on the Customer Portal?
Can certain elements/features be hidden on the Customer Portal?
You can hide or show the Activity Report, Defect analytics panel, Routine activities panel and Service calls panel.
Below are the two places you can adjust this:
In a specific Customer's Portal: click Customise when viewing the Customer Portal to enable and disable specific features.
For all Customer Portals: Navigate to Control Panel > Customer Portal, tick or untick certain features and click Save.
What reports can clients generate in the Customer Portal?
What reports can clients generate in the Customer Portal?
Clients can generate the Monthly Activity Report and Monthly Maintenance Report in the Customer Portal. Additional reports must be created and saved against the property in your workspace to appear in Latest Reports section in the Customer Portal.
Why do resolved defects still appear as open on the Monthly Maintenance Report?
Why do resolved defects still appear as open on the Monthly Maintenance Report?
The Monthly Maintenance Report displays the status of the routine and any remarks identified during the inspection. However, the status of each remark( whether resolved or not) is not shown on the report.
Can reminders be sent to clients through the Customer Portal?
Can reminders be sent to clients through the Customer Portal?
The Customer Portal does not support automatic reminders. However, reminders can be manually sent for defect and service quotes, and automatic reminders can be set for defect quotes awaiting approval. Reminders for outstanding invoices are typically managed through the accounting platform.
Is it possible to text a customer when a critical defect is raised?
Is it possible to text a customer when a critical defect is raised?
Please reach out to [email protected] to discuss available options.
Is it possible to hide or remove Signoff Timeline comments in the Customer Portal?
Is it possible to hide or remove Signoff Timeline comments in the Customer Portal?
The Contractor Signoffs Timeline is a fixed part of the Customer Portal and cannot be hidden or removed at this time.
Customer Portal Visibility
Are scheduled and upcoming tasks visible in the Customer Portal?
Are scheduled and upcoming tasks visible in the Customer Portal?
Scheduled and upcoming tasks can be viewed in the tasks list or by navigating to the Property page.
What remarks are visible in the Customer Portal?
What remarks are visible in the Customer Portal?
Only published remarks appear in the Customer Portal, allowing time for review before they become visible to customers. A remark is considered published if it is included in any published reports or manually published.
To publish remarks manually in bulk, navigate to Customer Data > Remarks. Then select the applicable remarks and click Edit [X] Remarks. In the new popup window, select Mark as published in the Published dropdown and click Apply Changes.
Are changes to remarks (defects) in the workspace reflected in the Customer Portal?
Are changes to remarks (defects) in the workspace reflected in the Customer Portal?
Changes made in the workspace are reflected in the Customer Portal only if the remarks are published. A remark becomes published when included in a report sent to the client.
Does the Customer Portal display information for inactive properties?
Does the Customer Portal display information for inactive properties?
Inactive properties are NOT visible on the Customer Portal.
What documents are visible on the Customer Portal?
What documents are visible on the Customer Portal?
Documents stored in the a folder called "public" are visible on the Customer Portal.
If uploaded on the client page, the client can view them by clicking Documents.
If saved against a property, they are available on the Property page.
How to add building floor plans to the Customer Portal?
How to add building floor plans to the Customer Portal?
If you are using the Floorplans feature, you can navigate to a property, click Assets > Floorplans and add a floorplan. From there you can place the pins for your assets onto the floorplan. This will then show on the customer portal against the property. To enable Uptick Floorplans on your workspace, reach out to [email protected] to learn more about enabling this feature.
If you are not using the floorplans feature, you can display floor plans as a document in the Customer Portal, upload them to the "public" folder on the relevant property or client.
Does the Customer Portal show when a quote is approved or declined?
Does the Customer Portal show when a quote is approved or declined?
Approved or declined quotes automatically update to reflect their current status in the Customer Portal.
Are quotes in Draft, Deleted or Voided status visible on the portal?
Are quotes in Draft, Deleted or Voided status visible on the portal?
Draft, Deleted or Voided defect and service quotes are not visible in the Customer Portal.
Access and logins
How to check which clients and users have access to the Customer Portal
How to check which clients and users have access to the Customer Portal
There are several ways to identify clients and users with access to the Customer Portal:
Navigate to People > Clients, then Change Columns to add the Tags column, which will indicate what clients do not have portal access with tag NO PORTAL ACCESS.
Navigate to People > Users and filter by the Customer license to see all users with Customer Portal access.
Navigate to Control Panel > Customer Portal for a breakdown of Customer portal usage (by entity) - client or client group.
How to reset the password or resend an expired invitation to the Customer Portal?
How to reset the password or resend an expired invitation to the Customer Portal?
Send invitation to the client again via the Client page or Send welcome email to the user linked with the client.
Additionally, clients can be invited to the Customer Portal in bulk which sends the invitation. Navigate to People > Clients. Then select the applicable clients and click Edit [X] Clients. In the new popup window, select Invite in the Portal access dropdown and click Apply Changes.
What if a client forgets their password and can’t log in?
What if a client forgets their password and can’t log in?
Clients can click Forgot password? on the login page and enter their email address to reset their password.
How to provide multiple people with access to the same Customer Portal?
How to provide multiple people with access to the same Customer Portal?
Only one user can be linked to a client for Customer Portal access. To grant access to multiple users, set up a Client Group:
Create users with Customer license without any Security Group selected.
Create a Client Group with the same name as the client and select those users in the Accounts field.
Send Welcome Emails to the users.
This setup allows multiple users to view the Customer Portal through the Client Group.
Can different building managers have restricted access to only their assigned properties in the Customer Portal?
Can different building managers have restricted access to only their assigned properties in the Customer Portal?
The Customer Portal does not support property-level access restrictions. Access is granted at the Client or Client Group level, meaning users can see all properties under that client or group. Thus, there are two approaches:
Shared login – A single login email can be shared by multiple building managers. This will grant access to all properties under the client.
Split by manager – Separate clients can be created for each building manager, with properties assigned according to their portfolio. Each manager can then be granted portal access to see only their properties. To maintain a consolidated view of the overall client, a client group can be created to group all related clients and their properties.