Customer portal and public KB
Offer a customer portal and a public knowledge base via a signed link, so the customer tracks tickets and finds answers on their own, without you paying for an external seat.
- Customer portal via secure link
- Public knowledge base
- Tickets and service SLA
- Knowledge base governance: owner, reviewer, review cycle and overdue article, internal or external audience, archiving with an audit trail.
- A help center assistant grounded only in published articles, with the sources in view, and a deflection rate with a written definition.
Free in Sellio, you only pay for the machine
Customer portals usually charge per external user. Here there’s no such cost: you only pay for the machine.
Portal by signed link
Your customers reach a secure portal through a link, with no per-external-user cost. Serve as many customers as you want with no per-seat fee: you only pay the machine.
Public knowledge base
Publish articles that answer the most common questions and cut down on tickets. Customers help themselves, any time of day.
Tickets with SLA
Organize support by category, priority, and response deadline. Nothing goes without an owner or a time to be resolved.
24/7 self-service
The portal and the knowledge base stay available around the clock, no matter your team’s hours. Less queue, more satisfaction.
Centralized history
Every customer interaction is recorded and tied to the account. Support has full context in every conversation.
Portal and KB with no external-user cost
Signed link (HMAC): secure and login-free
Support with SLA and queues in the same CRM
Deflection that survives an audit: only the explicit statement of someone who was about to open a ticket and gave up counts; reading does not, and the ticket beats the statement.
Self-service
The customer tracks their tickets and browses the knowledge base via a secure link, reducing support volume.
Structured support
Tickets with categories, priorities and SLA keep support organized and measurable.
Governance · who answers for each article
A base that grows without owners rots in silence. Each article gets an owner, a reviewer and a review cycle in days: the next review is the last one plus the cycle, and an article past that shows up as overdue on the governance board, calculated the moment you open it, with no dependence on a nightly sweep. Only published articles are held to it: a draft is still being written and an archived one is out of circulation. The overdue notice goes to the owner, once per due date; an article with no owner notifies nobody and is flagged on the board, which is where a missing owner gets resolved. An article with no cycle never falls due, and nobody is nagged about it. Visibility stopped being just published or not: the audience is external (what the help center and the portal show to anyone with the link) or internal (it never leaves the CRM), and every article is born external, exactly as it behaved before. Archiving takes the article off the air with an author, a date and an audit trail, instead of someone editing a status field; unarchiving sends it back to draft, never straight back on air. And the AI draft: pick up to five resolved tickets, point at the gap to cover if you want, and the assistant writes one reusable article using only what is in the tickets, in general terms and with no personal details. It is always born as a draft and enters the same review queue as anything written by hand: AI proposes, a person approves. Usage per article tells you how many visits opened each one, through which door, and which published articles nobody read in the period.
Self-service · the assistant and deflection
The public help center gained an assistant that answers grounded only in your published articles and shows the sources it used, so whoever reads a generated answer can check where it came from. When it finds nothing it says so, points to the ticket form and records the question as a coverage gap, which becomes your queue of what to write next; it never fills the silence with an invented step, and with no AI configured it shows the articles it found instead of pretending to be out of order. That is what makes deflection measurable, and the definition is strict on purpose: an avoided ticket is the explicit statement of someone who was on their way to open a case and, after receiving an answer or a suggested article, clicked that it solved the problem. Reading an article does not count. Searching without an outcome does not count, because closing the tab is not success. The ticket beats the statement: whoever said it was solved and opened a ticket in the same visit counts as a ticket, and that does not go back. A visit that decided nothing is left out of the rate, neither on top nor at the bottom, and is reported separately as undecided. The rate is the share of visits that decided something and decided not to open a ticket; with no decision in the period it stays empty, never 0%, because not knowing and zero per cent are different answers. The visit is anonymous end to end, an opaque key created in the browser, with no e-mail and no address.
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Write the articles and publish the knowledge base.
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Generate signed portal links for your customers.
- 3
Receive tickets classified by category, priority, and SLA.
- 4
Track each account’s history in one place.
Reducing support volume
Articles in the public base answer repeat questions and cut part of the tickets before they even arrive.
Serving external partners
A signed link gives customers and partners portal access without charging for each external user.
Meeting response deadlines
Tickets with SLA by priority ensure critical cases are handled within the agreed time.
What is Sellio's customer portal?
It's a self-service portal accessed via a secure link, where the customer tracks their tickets with no login required.
Do I pay for each external customer who accesses the portal?
No, the portal and knowledge base have no per-external-user cost, you only pay for infrastructure.
How does the signed link work?
It's a secure HMAC link that grants portal access without requiring the customer to sign up or use a password.
What is the public knowledge base?
It's published articles that answer common questions, so customers can help themselves any time of day.
How does ticket SLA work?
Tickets have category, priority and a response deadline, ensuring critical cases are handled within the agreed time.
Is the portal available outside business hours?
Yes, the portal and knowledge base stay available around the clock, no matter your team's hours.
Is the customer's interaction history recorded?
Yes, every interaction is tied to the account, giving support full context.
Are the portal and knowledge base free?
Yes. It is included in the per-user plan; you can try everything free for 14 days.
Does this help reduce ticket volume?
Yes, articles in the public base answer repeat questions and cut part of the tickets before they even arrive.
How do you count an avoided ticket?
Only when the person, after receiving an answer from the assistant or a suggested article on the way to opening a case, clicks that it solved the problem. Reading an article and searching without an outcome do not count, and if they open a ticket in the same visit, the visit counts as a ticket.
Does the article written by AI go live on its own?
No. It is always born as a draft, from up to five resolved tickets, and enters the same review queue as any article written by hand. AI proposes, a person approves.