What's New?

Customer Portal 1.6 (Nov 2025)

  • The Customer Portal is available in English (default), French, Indonesian, Portuguese and Spanish.
  • You can view and search your support tickets by tags. Tags display on each ticket’s detail page, and you can use the search bar on the Tickets screen to filter tickets by entering a tag name. Datamine Support Agents assign tags to tickets via Freshdesk, and these tags are read-only in the Customer Portal.
  • To help you log support tickets more efficiently, the Customer Portal automatically detects and pre-selects your region based on your Customer Portal site. You can manually change the region for your ticket if required. To help you select the correct region, hovering your mouse pointer over the information icon next to the Region field displays a colour-coded map.
  • Merged Freshdesk tickets were still displayed in the Customer Portal, causing confusion for requesters who could see both the original and merged tickets. Now when a ticket is merged via Freshdesk, it is automatically tagged and excluded from all customer-facing views in the Customer Portal, ensuring only the active (primary) ticket remains visible.
  • Replies from CC’d email addresses were being recorded as public notes in the Freshdesk agent view but were not visible to requesters or CC'd users viewing the ticket via the Customer Portal, resulting in missing context. The Freshdesk settings have been adjusted to ensure that replies from CC’d users are consistently displayed in the Customer Portal thread as public notes, without affecting the visibility of private notes.
  • In the software Downloads screen, search results display as a list instead of within categories.
  • In the Your Account screen, you can select your preferred salutation and your job role, and enter your job title.

Customer Portal 1.5 (Aug 2025)

  • The maximum size of files added directly to a support ticket has been increased to 1 GB. To upload a file larger than 20 MB, you need to set the File Limit to Large Upload in the Submit new ticket screen.
  • You can edit your Title and Role on the Your Account screen of the Customer Portal.
  • A Site Administrator can manage the user accounts of any sub-sites of their site.
  • A Site Administrator can view the support tickets raised by any user of their site.
  • When determining whether a customer has a valid maintenance agreement, if the customer is assigned to a sub-site, the Customer Portal checks the maintenance status of both the sub-site and the parent site.

Customer Portal 1.4.1 (Jun 2025)

  • Email-based multi-factor authentication is required to log in.
  • Customers without an active licence can create a support ticket; for example, so that they can ask about a purchase.
  • The Dashboard includes a button to create a support ticket.

Customer Portal 1.4

  • There is an option to remember login credentials. If checked, your credentials are saved for 24 hours. If unchecked, your credentials are saved for 1 hour.
  • Adding a comment to a closed support ticket reopens the support ticket.
  • The list of support tickets can be filtered by status and search term.

Customer Portal 1.3

  • All users can access Datamine's online documentation portal via the Product Documentation link in the left-hand menu.
  • The top-right menu includes a link to the Customer Portal online documentation.
  • Site Administrators can delete the Customer Portal accounts of other users in their site.

Customer Portal 1.0

In this version, it is all new! Our first version includes the following key features and capabilities:

  • Flexible Self-administration

    As a Site Administrator, you can manage your site's Customer Portal accounts. Datamine will assist with the initial configuration of the first Site Administrator account for new customers, but after that, you are in control.

  • Software Downloads

    Download installation packages and supporting materials for our products. You are also advised of new updates to products you are currently licensed to use.

  • File Transfer

    Exchange data between Datamine and your organisation using a secure file exchange facility.

  • Support Tickets

    Raise a support ticket instead of logging into a separate system.