Customer access
Customers sign in through the installation's customer portal and see their authorised services, domains, invoices, orders, renewals and support. Staff sign in through the separate staff workspace; an Orbit purchase account does not replace either product login.
Where delegated customer team access is configured, grant only the billing, domain, service or support permissions the person needs. Test with a restricted team member rather than assuming every member can perform the owner's actions.
Support conversations
Use the support workspace to select the correct customer and department, connect relevant service/domain/invoice context and reply in the existing conversation. Keep internal notes separate from public replies. Upload only the intended supported attachments and remove passwords or secret configuration from screenshots.
Department and seller mail routes must be verified for outgoing notifications. Incoming email ingestion is not enabled merely by setting a department address; customers should use the portal's published support flow unless a separately supported integration is configured.
Check notifications
New customer tickets/replies can queue staff alerts for active staff with support access; order alerts require order access. Internal notes and staff replies do not become new customer-reply alerts. The queue and verified route must be working, and provider acceptance still needs checking against actual delivery when appropriate.