Customer support is a critical element of any successful business operation, and in today's digital landscape, clients expect instant, transparent, and organized channels of communication. Dolibarr ERP & CRM offers an integrated support ticket system, but one of the most valuable ways to enhance the client experience is by configuring a dedicated customer portal. This portal enables customers to create, track, and manage their support tickets independently, reducing communication delays and improving service efficiency.

In this comprehensive guide, we will explore the full process of setting up a customer support portal using Dolibarr. We will cover module activation, configuration, user access controls, interface customization, integration with other modules, and best practices for deploying a reliable, user-friendly system.

1. Introduction to Dolibarr's Ticketing System

Dolibarr provides a built-in support ticket module that allows companies to manage customer queries and service issues through categorized, status-driven interactions. Each ticket can be assigned to staff, prioritized, and tracked through a resolution lifecycle.

The ticketing module integrates seamlessly with third-party records (Tiers), users, and the Agenda module, ensuring that communication is logged and service delivery is accountable. However, the out-of-the-box interface is primarily designed for internal users.

To offer clients direct interaction capabilities, a front-end interface must be exposed to them. This is typically achieved through the use of the Dolibarr External Access (public interface) module or by customizing the existing Dolibarr codebase or leveraging community-developed modules designed for client-side ticket management.

2. Activating Required Modules

To begin, you must activate the following core modules:

• Third Parties (Tiers): To manage customer information.

• Users: To define staff and client-level access.

• Support Tickets: Core module for ticket lifecycle management.

• Email: For ticket notifications and follow-ups.

• Agenda: To log ticket-related events.

• Public/External Site: Optional module to allow customer-side access.

You can enable these from the setup menu (Home > Setup > Modules/Applications).

If your instance does not include the External Site module, it may be necessary to install community extensions such as "Ticket by External Users" or build a lightweight custom portal interface that interacts via Dolibarr's REST API.

3. Creating External User Accounts

Each client who needs access to the ticket portal must have a Dolibarr user account. However, these users should be assigned the external user profile to ensure they cannot access internal modules.

Steps:

• Navigate to Third Parties > Select client > Create user.

• Assign an email address, password, and login name.

• Choose the "external user" status.

• Link the user to their customer entity (third party).

This setup ensures that each customer sees only their tickets and associated data.

4. Configuring Access Permissions

Once users are created, go to Setup > Users & Groups > Permissions and verify the following:

• External users can create and view tickets.

• They cannot access internal records like invoices, orders, or private notes.

• If using external ticket modules, ensure permissions match the public interface configuration.

It is important to restrict read/write capabilities appropriately to avoid unauthorized data access.

5. Customizing the Ticket Form

To enhance usability for clients, customize the ticket submission form using the following tools:

• Extra Fields: Add custom fields such as department, urgency, product category, etc.

• Predefined Dropdowns: For status, categories, and request types.

• Default Texts: Use templates or guidance to help customers submit meaningful requests.

You can define these settings in Setup > Dictionaries or Setup > Modules > Tickets > Extra Fields.

6. Setting Up Notifications and Alerts

Email integration is essential for keeping customers informed. Set up email templates and define triggers for:

• New ticket confirmation to client.

• Assignment of ticket to staff.

• Ticket status updates.

• Closure notifications.

Navigate to Setup > Emails > Email Templates, and assign appropriate messages to the ticketing module.

Ensure that your mail server configuration is working under Setup > Emails > SMTP/IMAP settings.

7. Branding the Customer Portal Interface

If using the External Site module or a custom front-end:

• Replace the Dolibarr logo with your company branding.

• Add contact information and support documentation.

• Customize colors and text labels to match your brand identity.

You can override Dolibarr's default CSS or HTML templates to apply visual branding.

8. REST API-Based Ticket Portal (Advanced Option)

For developers or IT teams looking for complete control over the customer experience, the Dolibarr REST API provides endpoints to manage tickets, third parties, and users.

Workflow:

• Build a front-end (React, Vue, etc.) or mobile app.

• Use OAuth2 or token-based authentication for login.

• Fetch and submit tickets via API endpoints.

• Display ticket history, status, and staff replies.

This approach is ideal for SaaS providers or businesses that need tight integration with their existing apps.

9. Integrating the Portal with Other Modules

The ticketing system works best when combined with:

• Projects: Link tickets to ongoing projects for better traceability.

• Contracts: Relate service tickets to specific maintenance or support contracts.

• Products/Services: Reference products linked to warranty or tech issues.

• Agenda/Calendar: Schedule calls, meetings, and follow-ups.

Configure these connections in each module's settings page.

10. Deploying a Secure Access Layer

Security should not be an afterthought. Ensure:

• HTTPS is enforced across all connections.

• User passwords follow strong complexity rules.

• IP restrictions or 2FA are enabled for staff access.

• Database backups and access logs are regularly reviewed.

Dolibarr's security settings can be enhanced via the server environment and .htaccess configurations.

11. Training Clients and Staff

A ticketing portal is only effective if both customers and your support team understand how to use it.

Training recommendations:

• Create a short video or PDF guide for customers.

• Offer live demos or onboarding sessions.

• Conduct internal training to standardize support workflows.

• Maintain a knowledge base to reduce repeated tickets.

12. Monitoring and Analytics

Use Dolibarr's built-in dashboards or custom reports to:

• Track open vs. closed tickets.

• Measure average resolution time.

• Evaluate staff response rates.

• Identify bottlenecks or repeated issues.

Regular analytics help optimize resource allocation and client satisfaction.

13. Managing SLA and Prioritization

Define service level agreements and use priority flags to:

• Escalate urgent issues.

• Allocate dedicated staff to VIP customers.

• Route tickets based on department or location.

You can create predefined SLA tags using extra fields or ticket categories.

14. Maintaining the Portal

Like any software deployment, regular maintenance is key:

• Test the ticket submission workflow monthly.

• Review permission settings after upgrades.

• Clean up inactive user accounts.

• Archive resolved tickets beyond a certain age.

These actions ensure that the system remains efficient, secure, and scalable.

15. Conclusion

Implementing a customer portal for support ticketing in Dolibarr transforms how you engage with clients. It reduces manual email exchanges, creates accountability, and provides clients with a self-service platform for their needs. Whether you choose to use the built-in External Site module, community add-ons, or a custom-built interface via REST API, the flexibility of Dolibarr ensures that you can deliver a support experience tailored to your business.

By following the steps outlined in this article and aligning them with your organization’s goals and resources, you can build a robust, professional support portal that enhances customer trust and operational excellence.