Use the Customer Portal

The Customer Portal is a responsive and secure self-service tool. It allows customers to book and track appointments for service calls, installations, and other workflows.

The Customer Portal is not available by default. Contact your Accruent representative to activate it for your organization.

Schedule an appointment

Service providers trigger booking requests from the Scheduling & Dispatch module. These requests are linked to a customer site and a task. Customers then use the portal to view available time slots and book appointments.

The portal displays availability using appointment windows and capacity management (if enabled).

Access the portal

1. Open the invite sent by email or SMS.
2. Select the link to open the Customer Portal.

Sign in with one-time passcode

If one-time passcode (OTP) authentication is enabled:

1. Select Get one-time passcode.
2. Enter the code sent to your email or mobile device.
3. Select Login.

Select a time slot

If your appointment does not include a preselected time:

1. Select a date to view available time slots.
2. Select a time slot.
3. Select Confirm & Submit.

After booking, you can view the confirmation and track your appointment. Select Track your appointment to view your Appointment Details page.

View appointment details

You can access your appointment details at any time:

1. Open the portal using your invite link.
2. Sign in if required.

The portal displays:

• Confirmation number
• Service type
• Appointment address
• Date and time
• Progress tracking

Provide additional information

If required, enter additional details in the Additional Fields section and select Submit.

You can't edit your responses after submission.

Reschedule an appointment

1. Select Reschedule on the Appointment Details page.
2. Select Yes, Reschedule.
3. Select a new date and time.
4. Select Confirm & Submit.

Cancel an appointment

1. Select Cancel Appointment.
2. Follow the instructions on the Confirmation page.

If cancellation is not available in the portal, a contact number is provided.

Track your technician

On the day of the appointment, you receive a notification when the technician is on the way.

1. Open the notification link.
2. Sign in if required.

The portal displays a map with the technician's route to the appointment location.

Key capabilities

• Secure access: Access the portal through a secure link sent by email or SMS.
• Authentication: Use an optional one-time passcode for secure login.
• Notifications: Receive updates for booking, reminders, technician arrival, and task completion.