[{"data":1,"prerenderedAt":134},["ShallowReactive",2],{"blog-en-customer-ticket-portal-self-service":3},{"id":4,"title":5,"body":6,"categories":112,"date":116,"description":12,"draft":117,"excerpt":118,"extension":119,"image":120,"lang":121,"meta":122,"modified":123,"navigation":124,"noindex":117,"path":125,"related":118,"seo":126,"seoDescription":127,"seoTitle":128,"slug":129,"sourcePath":130,"sourceRoute":118,"stem":131,"tags":118,"translated":117,"type":132,"wpId":118,"__hash__":133},"blog\u002Fen\u002Fblog\u002Fcustomer-ticket-portal-self-service.md","Support tickets customers can keep track of themselves",{"type":7,"value":8,"toc":102},"minimark",[9,13,18,21,25,28,32,35,39,64,68,79,85,88],[10,11,12],"p",{},"A customer reports a problem, and then there is radio silence – at least from their point of view. In reality, the team may have been working on it for a while, but without insight into the status, the customer is often left with no choice but to call or send another email. That costs time on both sides and creates unnecessary uncertainty. 1Tool solves this problem by letting customers check the status of their request themselves at any time via their own access – through the same interface that is used internally for processing.",[14,15,17],"h2",{"id":16},"one-interface-for-internal-and-external-users","One interface for internal and external users",[10,19,20],{},"In 1Tool, internal employees and external customers use the same ticket interface. There is no separate, stripped-down \"customer portal app\" that would have to be maintained on its own. Instead, the login status determines what a user gets to see: if they are logged in as an external contact rather than an internal employee, the interface automatically shows them only their own relevant tickets and cases. For companies, this is a clear maintenance advantage: there is no second system for customer access that has to be run and kept up to date in parallel. New features of the ticket interface are automatically available to both sides, without duplicate development work.",[14,22,24],{"id":23},"secured-access-behind-the-scenes","Secured access behind the scenes",[10,26,27],{},"The fact that customers only see their own cases is not merely a display detail but is technically secured: access by external contacts runs in the background via a dedicated, contact-specific API access path. This ensures that a customer never gains insight into other customers' tickets or internal cases, even though they use the same interface as the company's employees. This clean separation at the technical level is the prerequisite for a shared system for internal and external users to work securely at all.",[14,29,31],{"id":30},"fewer-follow-up-questions-happier-customers","Fewer follow-up questions, happier customers",[10,33,34],{},"The concrete benefit shows in everyday work: customers can check at any time how far their support request has progressed, without having to call or ask for a status email. This takes uncertainty out of the process and creates transparency without employees having to take any additional action. At the same time, the effort spent on follow-up questions drops on the company side, because a good share of the usual \"How is my request coming along?\" enquiries never arise in the first place. Instead of maintaining two separate systems for internal support and the customer portal, a single, consistent system is enough – an advantage for IT maintenance as well as for the user experience on both sides.",[14,36,38],{"id":37},"frequently-asked-questions","Frequently asked questions",[10,40,41,45,48,49,52,54,55,58,60,61],{},[42,43,44],"strong",{},"Can customers see other customers' tickets or internal cases?",[46,47],"br",{},"\nNo. Access by external contacts is secured via a dedicated, contact-specific API access path, so that only their own relevant tickets are displayed.\n",[42,50,51],{},"Is there a separate app for customers?",[46,53],{},"\nNo. Internal employees and external customers use the same ticket interface. The login status automatically determines which content is displayed.\n",[42,56,57],{},"Does a customer have to call or write an email to check the status?",[46,59],{},"\nNo. Via their own access, the customer can check at any time how far their request has progressed.\n",[42,62,63],{},"Would you like to give your customers transparent insight into the status of their support requests without running a second system?",[14,65,67],{"id":66},"read-more","Read more",[69,70,71],"ul",{},[72,73,74],"li",{},[75,76,78],"a",{"href":77},"\u002Fen\u002Fblog\u002Fvideo-meetings-external-guests-no-account\u002F","Video calls that external guests can join without a 1Tool account",[10,80,81],{},[75,82,84],{"href":83},"\u002Fen\u002Fappointment-request\u002F","Book a demo appointment",[14,86,67],{"id":87},"read-more-1",[69,89,90,96],{},[72,91,92],{},[75,93,95],{"href":94},"\u002Fen\u002Fblog\u002Fdigital-signature-via-magic-link\u002F","Sign documents securely – via a link, no password needed",[72,97,98],{},[75,99,101],{"href":100},"\u002Fen\u002Fblog\u002Fshare-project-boards-without-login\u002F","Sharing project boards with customers – no login required",{"title":103,"searchDepth":104,"depth":104,"links":105},"",2,[106,107,108,109,110,111],{"id":16,"depth":104,"text":17},{"id":23,"depth":104,"text":24},{"id":30,"depth":104,"text":31},{"id":37,"depth":104,"text":38},{"id":66,"depth":104,"text":67},{"id":87,"depth":104,"text":67},[113,114,115],3329,3330,3837,"2026-07-11T09:00:00",false,null,"md","\u002Fmedia\u002F2026\u002F07\u002Fkunden-ticketportal-self-service.jpg","en",{},"2026-07-25T08:27:21",true,"\u002Fen\u002Fblog\u002Fcustomer-ticket-portal-self-service",{"title":5,"description":12},"Customers can check the status of their support request at any time – via the same interface the internal team uses.","Support tickets customers can track themselves | 1Tool","customer-ticket-portal-self-service","\u002Fen\u002Fblog\u002Fcustomer-ticket-portal-self-service\u002F","en\u002Fblog\u002Fcustomer-ticket-portal-self-service","posts","jjLXA6kxGT7TQRQL3MGpSc-_E4RtqLKxWSWtRT2cduA",1791582059297]