Introduction

The circuly Self-Service Portal enables customers to independently manage various aspects of their subscriptions — from downloading invoices and updating personal information to submitting cancellation requests. Among these features, one essential function is the ability to report issues directly through the portal.

This functionality creates a clear line of communication between the customer and your support team without requiring manual outreach via email or phone.

Feature Overview

The Report an Issue feature allows customers to send a support request directly from their subscription view. The request is forwarded to your team’s support email address, ensuring you’re notified and can respond promptly.

Key highlights:

• Customers can submit a support message directly from the portal.
• An inline confirmation message is shown once the issue is submitted.
• The message is delivered to your support inbox.
• No additional configuration is needed to enable this feature — it’s part of the default portal setup.

Note: The inline confirmation message that appears after sending the issue report is hard-coded. If you would like to change this message, you can request it via a service desk ticket to the circuly Customer Success team.

How It Works (Customer View)

Here’s how the issue reporting process looks from a customer’s perspective:

• The customer logs in to the Self-Service Portal.
• Under the Your Subscriptions section, they open the action dropdown next to their subscription.
• They select Report an issue and click CONFIRM.
• A new window appears with a text input field labeled Your Message.
• The customer types a message describing the issue and clicks SEND.
• An inline confirmation message appears, and the request is sent to your support email.

No further action is needed from the customer unless your team follows up for more information.

Summary

The Report an Issue option in the Self-Service Portal provides a convenient and direct way for customers to get help with their subscription. By routing the message straight to your support inbox, it ensures quick visibility while keeping the experience frictionless for the customer.

Let me know if you'd like to include troubleshooting tips or add internal response suggestions for your support team.