Introduction

The Customer Self-Service Portal empowers your customers to independently manage their subscriptions with ease. In the customer portal, your customers can take various actions such as cancel subscriptions, download invoices, update personal information, and report issues.

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Note: the option to Report an issue is by default set to visible and is displayed in the Subscription action dropdown menu unless you decide to disable the option to report an issue in your circuly Hub Settings. To do so go to Settings > Self-Service Portal > Features > Toggle off the Allow report issue switch.

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How to access issues reported by your customer

Prerequisite: In order to receive notification about issues make sure that you've added an email address under the Customer care email address setting as this is the email that receives notification about the reported issues. To learn more about the Customer care email address setting, how to enable it and information about which events trigger a notification/email to your defined email address, review this article.
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The circuly system sends an email notification to the email(s) specified under the Customer care email address setting when events, like Report an issue, take place. The email is sent to your connected inbox. You can also access the information in the circuly Hub. The email History tab provides a history of all emails triggered from the circuly system. This also includes emails sent from the circuly system to to a circuly user or an email address specified under certain settings such as the Customer care email address setting for various events such as issue reporting from the customer portal.

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Simply navigate to the Email History tab and use the filter function to search for the email. You can search for the subject of the email. For issues reported from the Self-Service Portal, the subject is "Customer reported an issue". Click on the email ID to see the email or hover over the eye icon for a quick preview.

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Customer care email address vs Support email address setting

Similar to the Customer care email address setting there is an additional setting that lets you add an email address. The difference between the two is that while the Customer care email address is a setting used by the circuly system to send a user notifications about certain actions, the Support email address is displayed in the Self-Service Portal as follows, see image.

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The option to display a support email address is optional and can be skipped. However we recommend adding a support email address as doing so gives the impression to the customer that you are reachable and that increases the customers trust in your product.

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Note: If your customer uses the email to make a cancellation request then there are no automated steps or operations followed.

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To update or add an email address to the Support email address setting, go to your circuly Hub > Settings > Customer login > General > Support email address > Type an email address in the input field.

Note: You can only add one email address in this input field.

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Add a BCC list to get copies of all emails sent on your behalf from the circuly Operations Backend

We also recommend adding a BCC list to get copies of all emails sent from the circuly Operations Backend. 

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To add a BCC list > Go to Settings > Email > General > BCC list > Click on the plus icon “+” to add an email > Repeat the step if you want to add more email addresses. 

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To encourage customers to use this feature for issue reporting, it’s important to proactively inform them about its availability and provide clear, step-by-step instructions or guides on how to navigate and use the portal effectively.

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In the Customer Self-Service Portal there are two ways to report an issue. You can find detailed information about these options in this guide on how your customers can report issues from the Customer Self-Service Portal.