---
title: "Customer portal: what it is and what gets it used | attendo"
description: "What a customer portal is, what makes customers use it instead of calling, what leaves it empty and the mistake of limiting access to just a few users."
url: "https://attendo.me/en/glossary/customer-portal"
lang: "en"
---

# Customer portal: when it gets used and when it sits empty

Also known as: Self-service portal

A customer portal is the web space where your customers check and open their requests without having to call you.

## What gets it used

- **It answers the real question.** Almost always, whoever logs in wants to know “how is my request going?” If that is not on the first screen, they do not come back.
- **It does not require yet another password.** Sign-in with their work account or with a link.
- **It offers something a phone call does not**: the history, the signed service reports, the [hour bank](https://attendo.me/en/glossary/hour-bank) balance.

## What leaves it empty

Being a request form and little else. If the portal only lets customers open tickets, they will keep calling, because calling is easier than filling in fields.

The same idea works for the people who work for you: the [subcontractor portal](https://attendo.me/en/glossary/subcontractor-portal).

## The usual mistake

Limiting who gets in. If every login counts as a license, only a few people get access. And a portal used by a small part of your customers does not save a single call.

## In attendo

On the [portal](https://attendo.me/en/modules/customer-portal), your customers open tickets, follow their status, download signed service reports and see their balance. They sign in with a link or with Microsoft, Google or Auth0, and they do not count as licenses.

- [attendo Ticketing](https://attendo.me/en/ticketing)

## Where it is used in attendo

### Modules

- [Customer, supplier and partner portals](https://attendo.me/en/modules/customer-portal): Customers, subcontractors and partners reach their own, your brand
- [attendo Forms](https://attendo.me/en/modules/forms): Public and QR forms that create the document, no account needed
- [Web chatbot](https://attendo.me/en/modules/web-chatbot): Answers with your documentation and hands off to a person as needed

### Industries that use these modules

- [IT services and MSPs](https://attendo.me/en/industries/it-services)
- [Manufacturing and industrial plants](https://attendo.me/en/industries/manufacturing)
- [Equipment manufacturers and distributors](https://attendo.me/en/industries/equipment-manufacturers)
- [Hospitality, retail and multi-site](https://attendo.me/en/industries/multi-site-operations)
- [And any other business](https://attendo.me/en/industries)

## Related terms

Support and service

### Omnichannel

Omnichannel support

Omnichannel means that every channel a customer uses to contact you feeds the same record and the same conversation.

Support and service

### SLA

Service level agreement

An SLA (service level agreement) is the written commitment, usually part of a contract, on how quickly you will respond to and resolve a customer’s tickets.

Support and service

### Hour bank

Prepaid hours · block of hours

An hour bank is a block of service hours bought in advance that is drawn down as work is done.

[See all 53 glossary terms](https://attendo.me/en/glossary)

## Shall we look at it with your data?

We will show you how what you just read works in attendo, with your own assets, tickets and customers. If it is not a fit, we will tell you.

- With your operation, not a generic demo
- A real person from our team replies
- No cold calls afterwards

Would you rather talk first?

- Phone [+34 910 053 530](tel:+34910053530)
- Email [sales@attendo.me](mailto:sales@attendo.me)
- Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)