Managing external users

External users are the people from your customers’ businesses who sign in to the Customer Portal. Each one only ever sees the customers (companies) you’ve assigned them to — their maintenance tasks, the assets behind those tasks, and nothing else in your organization. This page covers the admin side: inviting people, controlling who can see what, and revoking access.

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Inviting and managing external users is admins only. Members and leads can open a customer’s Manage menu, but the External Users option inside it appears only for admins.

How access works

You grant access one customer at a time. An external user can be assigned to several of your customers — for example, a facilities contact who oversees three locations — and they’ll see all of them in one portal. But they never see a customer they haven’t been assigned to.

There are two places to work with external users:

• The customer page (Customers → open a customer → Manage → External Users) — invite someone to that specific customer, and resend or revoke access for that one customer.
• Settings → External Users — see everyone across your whole organization, search them, and remove a person’s access entirely.

Inviting an external user

Start from the customer you want to give access to. The person you invite must use an email address that isn’t already an internal team member — external users always have their own separate accounts.

1. Go to Customers and open the customer.
2. Click Manage in the customer header (or the … menu on smaller screens), then choose External Users.
3. In the Manage External Users dialog, type the person’s email into the Enter email address to invite field.
4. Click Invite. An invitation email goes out with a link to accept, and you’ll see an Invitation sent successfully confirmation.

The new invite appears under Pending Invitations until the recipient accepts it. Invitations expire after 30 days.

Note

You can’t invite an email that already belongs to an internal member of your organization, already has a pending invite for that same customer, or already has access to that customer.

Once they accept, the person can sign in to your portal and will see this customer. For the full picture of what they experience, see the Customer Portal overview.

Resending or canceling a pending invitation

If an invitation gets lost or expires before it’s accepted, you can send a fresh one. You can also cancel an invite that’s no longer needed.

1. Open the customer, click Manage, then External Users.
2. Under Pending Invitations, find the invite by email.
3. Click the resend icon (circular arrow) to send a new invitation email and reset the 30-day expiration, or click the revoke icon (person-minus) to cancel it.
4. If canceling, confirm in the Revoke Invitation dialog by clicking Revoke Invitation.

Resending only works while an invitation is still pending — not after it’s been accepted.

Revoking access to a single customer

To remove one person’s access to one customer while leaving their access to any other assigned customers untouched, do it from that customer’s page.

1. Open the customer, click Manage, then External Users.
2. Under Active External Users, find the person.
3. Click the revoke icon (person-minus) in the Actions column.
4. Confirm in the Revoke Access dialog by clicking Revoke Access.

This removes only their access to this customer. Their access to any other companies stays in place. If this was their only assigned company, they keep their account but will see an empty portal.

Managing all external users from Settings

For an organization-wide view — useful when you want to find a specific person, audit who can see what, or cut someone off entirely — use the Settings page.

1. Go to Settings → External Users.
2. Use the search box to filter by name, email, or company.
3. Review each person’s assigned companies, shown as badges. Click a company badge to jump straight to that customer.
4. To remove a person’s access to your organization completely, click the revoke icon (person-minus) in the Actions column, then confirm Revoke Access in the Revoke All Access dialog.

Caution

Revoking from Settings removes the person from every company they were assigned to in your organization, not just one. To remove a single customer instead, use that customer’s page (see above).

New external users are always invited from a customer’s page, not from this Settings page — there’s no invite field here, only management.

Related

• Customer portal overview — what your customers see and do once they’re in.
• Customers — managing the customer records you’re granting access to.
• Maintenance plans — the recurring tasks external users help complete.