Development request. Make reports or dashboards available in customer portal

[HHH]

Since we work exclusively with external customers making reports available to them means a lot of extra manual steps to make them accessible.

We would like to be able to present reports or dashboards to select customers through the customer portal somehow.

[Gerry]

Hi,

Customer logins' have very limited rights on the system which presents a number of problems, it would be generally good practice to schedule and generate reports (PDFs)  which are then made available to customers via the portal, this is similar in concept to the way your typical online banking system works, you can't run a report to get a statement, these are generated periodically and presented to you via your online banking portal - I would suggest customer facing reports should work the same. 

Now in general, Hornbill Service Manager has been designed with the internal IT function in mind.  It has of course expanded beyond that because it does cater for supporting external customers too (what we call contacts and Organisations) and we even provide a customer portal as you know. Reporting output for customers though is not an area that we have really focused on in our Service Manager roadmap. 

To meet reporting requirements for customers there are some specific areas of functionality that is unique to that need, these in include things like branding per customer, customer context, scheduling, document storage and publishing and notifications via email for when new reports have become available.  There are also a whole range of reports from simple SLA/performance, call volumes and resolutions, time spent/charged and supported products etc...

I think we are light in most of these areas as our reporting efforts have been focused on reporting that is good for the support team and business providing support, rather than the CRM end of the scale where reports are provided to the end user. 

It would be good to get a better understanding of the nature of the reports you are talking about? 

Gerry

[Martyn Houghton]

@HHH

You may want to review the post below in terms of previous discussions about providing more information/reporting to external contacts via the customer portal.

We too are an external customer support provider and from the sounds of it have a similar volume of external organisations using our services.

Cheers

Martyn

[HHH]

On 12/20/2017 at 10:41 AM, Gerry said:

It would be good to get a better understanding of the nature of the reports you are talking about? 

Gerry

It would be mainly monthly reports with respect to number of requests opened and closed by the customer organisation, showing priorities, request categories, SLA breachies and similiar.

Basically we would like to be able to create a report in the reporting tool, flag it as being for a specific customer organisation and have it available through the portal when someone (specified) in that organisation logs in.