Customer Portal

  • Customer Portal Overview

    Allegra can serve as the core of a customer portal. Together with a few other components, you can enable your customers to submit support requests and retrieve all related information via email.

  • Dealing with Incoming Emails

    The Allegra system can read email from mailboxes (POP3 and IMAP) and either create new items or add comments to existing ones.

  • Conversations

    You can send emails directly from the Allegra system. Responses to these emails are automatically linked to the original item.

  • Email Filter Scripts for Customer Portal

    Allegra can create items and comments on items from emails. The system itself largely tries to prevent email loops. In addition, it is possible to scan emails for specific content and suppress the creation of unwanted items.

  • Email Templates for Customer Portal

    Allegra can automatically send emails when items are created or modified. The system also sends emails when registering or resetting passwords. The underlying templates can be modified as desired.

  • Customer Portal Workflows

    You can use workflows to get Allegra to automatically escalate items and send reminder emails. You can also assign an agent to email-created items based on the subject or language of the email. Allegra can also automatically close items that have been open for a very long time.

  • ITIL Mapping