Customer portal overview

The Customer Portal gives your customers their own secure login to FieldLabel. After you invite them, they sign in to a simplified view that shows only the companies they’ve been assigned to — their equipment, their maintenance tasks, and a way to request service. They never see anything else in your organization.

Pro plan

The Customer Portal is available on the Pro plan and above. Compare plans →

This page explains the portal from the customer’s point of view. If you’re an admin looking to grant or revoke access, see Managing external users.

What customers can do

Once an external customer accepts an invitation and signs in, they get a focused portal where they can:

• See a Welcome dashboard with Pending, Overdue, and Completed (this month) task counts, plus a breakdown by company.
• View and filter their maintenance tasks across all assigned companies.
• Complete a task (with an optional note) or snooze it by 1 day, 3 days, or 1 week.
• Ask for help on a task to see your organization’s contact phone or email.
• Open limited details for an asset they have access to — unit, model, and serial numbers, date of manufacture, description, and QR label code — along with that asset’s active and completed tasks.
• Submit a service request for one of their companies.

Everything is scoped to the companies the customer was assigned. They have no access to your internal screens, other customers’ data, files, or internal notes.

Accepting an invitation and signing in

When an admin invites a customer, FieldLabel emails them a link to join the portal. Here’s what the customer does:

1. Open the invitation email and click the invitation link.
2. If they don’t have an account yet, they create one (or sign in) when prompted, then return to the invitation page.
3. Accept the invitation to join your organization as an external user.
4. They’re taken into the portal, where they’ll see their assigned company or companies.

Caution

Invitation links expire after 30 days. If a link has expired, an admin can resend a fresh invitation — see Managing external users.

The maintenance task list

From the Welcome dashboard, customers click a summary card or the Maintenance Tasks nav item to open the full list. They can filter by Company and by Status (All active, Overdue, Pending, Snoozed, or Completed).

For any task, a customer can:

• Click Complete, optionally add a completion note, and confirm. If the task is part of a recurring maintenance plan, completing it automatically schedules the next occurrence.
• Open the task’s … menu to Snooze it for 1 day, 3 days, or 1 week.
• Choose Need Help to see your organization’s contact phone and email.

Note

Need Help only appears if your organization has set a contact phone or email in its QR scan page settings. Without one, customers won’t have an in-app help contact.

For more on how maintenance tasks work, see Completing maintenance tasks.

Viewing an asset

When a task is linked to a piece of equipment, the customer can click the asset’s unit number to open it. The Asset Information panel shows a read-only summary: Unit Number, Model Number, Serial Number, Date of Manufacture, Company, Description, and the QR label code if one exists. Below that, they can see and act on the asset’s Active Tasks and Completed Tasks, then use Back to Dashboard to return.

The asset view is intentionally limited — it never exposes files or internal notes, only the basic equipment details above. Learn more about the equipment records this view is built from in Assets (equipment).

Submitting a service request

This is the real, in-app service-request form. It lives inside the authenticated Customer Portal — a customer must be signed in to use it.

1. Click Request Service (top-right on the dashboard or maintenance tasks page).
2. Select the Company (auto-filled if they have only one).
3. Describe what they need in the Description field.
4. Click Submit Request. A confirmation screen lets them know a team member will be in touch shortly.

Customers can only submit requests for companies they’re assigned to. Each request is recorded for your organization so your team can follow up.

A strict security boundary

The portal is built around one rule: external customers see only their own data. Their dashboard, task list, asset details, and service requests are all locked to the companies they were assigned. If a customer tries to reach another company’s asset or task, the portal blocks it. Removing one company from a customer never affects their access to any other company they’ve been assigned.

Ready to grant access? Head to Managing external users for the admin steps.