do i know if a customer is using the help center?

Question

Most of my customers create requests by sending emails and the entire communication is done through emails.

However, they are also able to view the request in the help center, where they can turn notifications off/ resolve the issue, etc.

Is there any way for me to know if the customer is using the help center or using only emails?

Thanks in advance!

Carla Gonzalez_qhcun9 · Answer

Hi @Marcus Jones, thanks for the reply. Ours is open, anyone can submit a request through the portal. They do become customers in the system, with the following info:

However, I do not have the login date + timestamp. Is there a way to add these columns to my view?

I did realize that when the user has never used the portal, that list will report their email address. Once they sign into the portal, it'll report their username. So that'll give me an indication of whether they've ever signed into the portal, but not if they're using it for the request I'm actively trying to help them with.

Carla

Marcus Jones · Answer

Hi @Carla Gonzalez - Are you requiring your customers to log into the portal or is yours open and will accept anonymous requests?

If they are signing in, you can check status and last active to see if they have logged into the portal. If you log into the admin portal > Products > Your JSM Site and then navigate to Portal-only customers. You will be able to see if they have logged into your portal with last login date and timestamp.

Not the best solution for your problem, but may help.