Share records with your customers

Share records with your customers

Greetings,

I hope everyone is doing well! We're excited to introduce the external sharing feature for pipeline records. This new enhancement enables you to share pipeline records with your customers via a shareable link and thereby track the status of their orders, tickets, or requests in real time.

What problem does it solve?

Imagine you have a Customer Support pipeline set up in your Bigin account, where you manage your customer support tickets.

Previously, every time a customer wanted to know the status of their ticket, you had to communicate with them via email or other means, which resulted in back-and-forth conversations just to share basic information.

Now you can generate shareable links to ticket records and share them with your customers directly from Bigin. Customers can visit these links to check the statuses of their tickets in real time—without having to contact you every time. You can control which fields are visible to customers in shared records. Here's how a record will look when a customer views it using an externally shared link:

 

How to get started with this feature

By clicking the pipeline's more icon and navigating to External Sharing, you can enable sharing, choose whether to enable or disable OTP authorization, and edit the fields visible to customers when they access the link.

Users with an administrator profile, or those who have organizer permissions for a team pipeline, can enable the external sharing option for that specific pipeline, as shown below:



Once enabled, you and other users in your Bigin organization will start seeing the share icon in the record's detail page:


You can click on the share icon to generate the shareable link, which you can then send to your customer.

Once the link is shared, your customers can access the public page that shows the record's information using the shared link. By default, the link is secured with OTP-based authorization, which means your customers will receive an OTP on their email address whenever they try to access the record. This authorization layer ensures only the customer can access the shared record. However, you can disable this OTP authorization if desired. 



Once a record is externally shared, the sharing icon turns green. You can unshare a record at any time by opening it, clicking the share icon, and selecting Unshare Record; or you can revoke sharing access for all records in a pipeline by clicking the pipeline's more icon and choosing External Sharing > Disable Sharing.



You can also modify the fields visible to a customer using the Edit Sharing Permission option.



Who can access this feature?

This feature is available in all the paid editions, including trial versions.
To learn more about this feature, please refer to this help document.

That's all for this one! We sincerely hope you find this improvement useful. Please give it a try and leave your feedback in the comments section below. Watch this space for future announcements.

Thanks and have a good day!

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