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.

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:

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 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. 

Who can access this feature?

Thanks and have a good day!