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Configuring the Employee Portal Logging Employee Details Managing Internal Tickets Getting Internal Ticket Insights

Using the Employee Portal

The article is helpful to you if you are:
1. An employee of Vtiger CRM
2. A user of Vtiger CRM and want to assist your employees
S
Sabqat Ruba
23 Dec, 2020 - Updated 3 months ago

Logging in to the Employee Portal

Vtiger’s Employee Portal is an engagement platform for employees. Employees can report their problems and get instant updates on them from the portal.

You will receive the portal login credentials by email when sent by the CRM admin.

Here is how you log in to the employee portal:

  1. Open the email received on your primary email address.

  1. Click the URL mentioned in the email. 
  2. Log in using the username and password mentioned in the email.

 

What is Sign in with SAML (Security Assertion Markup Language)

You can sign in to your Vtiger account through a SAML-based identity provider (IDP). When you click Sign in with SAML, it takes you to the IDP’s login page. 

IDPs provide you a set of common login credentials that you can use across different apps. This avoids the need for maintaining multiple login credentials.

To learn more about SAML-based login in Vtiger CRM, click here.

Changing the Portal Password

You can change your portal password after you log in to the employee portal.

Follow these steps to change your portal password:

  1. Log in to the employee portal.
  2. Click the Person icon on the top right corner of the portal.
  3. Select Change Password.
  4. Enter the new password and reenter it under Confirm Password.
  5. Click Save.
 

Note: You must create a strong password to ensure the security of your account. Vtiger recommends that your password must include the following:

  • Eight characters
  • One number
  • One uppercase letter
  • One lowercase letter
  • One special character

Editing your Profile Details

When you edit your profile details in the employee portal, they get reflected in your employee record in the CRM. 

Follow these steps to edit your profile details:

  1. Log in to the employee portal.
  2. Click the Person icon on the top right corner of the portal.
  3. Select Edit Profile.

Last Name is a mandatory field. You cannot save your profile details without entering your last name.

Creating an Internal Ticket on the Employee Portal

An internal ticket is a concern, request, or query raised by an employee of a company. For example, if an employee is unhappy about the infrastructure of their office, they can create an internal ticket to raise their concern.

To learn more about internal tickets in Vtiger CRM, click here.

 

Note

  • An internal ticket created from the employee portal is recorded in the CRM’s Internal Tickets module. 
  • When updates are made to the ticket in the CRM, they are reflected in the portal.
 

Follow these steps to create an internal ticket from the employee portal:

  1. Log in to the employee portal.
  2. Click the Add Ticket button located on the right side.
  3. Enter the following information:
    • Summary: Explain the issue in this field.
    • Internal Ticket Title: Describe the issue briefly in this field.
    • Priority: Set the priority of the issue.
    • Primary Email: Enter your company email address in this field.
  4. Click Save.
 

A note for CRM admins: When an employee creates an internal ticket from the employee portal, the ticket gets attached to the employee record in the CRM. You can see the employee record under Main Menu > Support > Employees.

Viewing your Internal Tickets

You can find all your internal tickets along with their status on the employee portal. 

Follow these steps to view internal tickets:

  1. Log in to the employee portal. You will see all the internal tickets on the homepage of the portal.
  2. Click the All Tickets drop-down to view different statuses of an internal ticket.
  3. Select a status to view the tickets in that status.
 

Different views of an internal ticket

An internal ticket in the employee portal has three views:

  1. Create View: This is the view you see when you add an internal ticket for the first time.
  2. Edit View: This is the view you see when you edit an existing internal ticket.
  3. List View: This is the view where you can see all your internal tickets. The view is shown when you log in to the employee portal. 
 

Different statuses of an internal ticket

An internal ticket can be set to one of the following statuses at a time:

  • New: Ticket is newly created
  • Open: Ticket is created and yet to be assigned 
  • Assigned: Ticket is assigned to a user in the internal support team
  • Wait for employee: Ticket is waiting for your response to be resolved
  • Wait for 3rd party: Ticket is waiting for a response from a third party to be resolved (This status is set when there is a dependency on a third party to resolve the issue.)
  • Resolved: Ticket is resolved but can be reopened if the issue persists
  • Closed: Issue is resolved and the ticket is closed
 

Note

  • Employees cannot change the status of an internal ticket from the employee portal. 
  • Employees can directly close the internal ticket by clicking the Close button. To close an internal ticket means to mark permanently mark it as resolved. A closed internal ticket cannot be reopened.

Actions Possible on an Internal Ticket

You can perform the following actions on an internal ticket:

  • Edit: Click to edit internal ticket details.
  • Comment: Use this option to add a comment on the internal ticket. The user who is assigned the ticket can see your comments in the CRM.
  • Upload a document: Use this option to upload a document related to the internal ticket. Uploaded documents are shown in the internal ticket records in the CRM.
  • View updates: Any update made on the internal ticket on the CRM is shown under this tab.
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