This video shows how to invite customers as free guest users in Leadtime, giving them professional, transparent access to their project without creating additional work for you.
The invitation process is straightforward: select the contact in the organization, enable login, assign the guest role – done. The customer receives a magic link by email and logs in with a single click. No password, no username required. Most importantly, guest users are free in Leadtime, regardless of how many customers you invite.
What the customer sees is clearly defined: only projects and tickets belonging to their own organization, only public comments and status changes. Time entries, invoices, salaries, internal projects, and other customers remain completely invisible. This creates maximum transparency externally while maintaining maximum data security internally.
The project documentation as a knowledge base is particularly valuable: you can create articles like "How to report a problem correctly" or FAQs that customers can read on their own. This eliminates recurring follow-up questions. Additionally, the Big Picture tab gives customers a visual overview of all tasks in the project – with status, priority, and progress at a glance.
For customers with special requirements, custom guest roles can be created. This allows you to give specific customers access to time entries, for example, without granting full access – each permission can be set individually.
Your customers keep asking about the status? By email, by phone, in meetings? It doesn't have to be that way.
In this video, I'll show you how to invite customers as guest users in Leadtime, and what they can actually see once they're in. Tickets, documentation, a visual overview of their project. Transparent, professional, without you having to lift a finger.
You already know the invitation process from Video 10, so here's a quick refresher.
I open Organizations and select our example organization. Then I switch to the Members tab.
Here I can either create a new contact or edit an existing one. I click on the contact person who should get access.
In the details, I scroll down to the section "Access to Leadtime". I turn on "Allow login" and select the role "Guest".
Save. Done. The person automatically receives an email with a magic link. No password needed, no username. One click and they're in.
And the best part: guest users are free. No additional license fees, no matter how many customers you invite. This isn't a premium feature. This is standard.
Now it gets interesting. Your customer is logged in. What do they actually see?
The short answer: exactly what's linked to their organization. Nothing more, nothing less.
Let's start with projects. The customer only sees projects that belong to their organization. All internal projects, all other customers, completely invisible. The system is built so that a guest user can never accidentally see data that isn't meant for them.
Within those projects, the customer sees the tickets. They can create new tickets, comment on existing ones, and track the status. But they only see public comments and status changes. Everything you or your team marks as "Internal" stays hidden. The honest discussion within the team, technical details, internal coordination. That stays with you.
Then there's the documentation. In the Documentation tab of the project, the customer can read articles that you've published there. More on that in a moment.
And finally, Big Picture. The visual overview of all tasks in the project, grouped, with status and progress. More on that in a moment as well.
What the customer definitely does not see: time entries from your team, invoices, salaries, internal projects, other customers, team structures. None of that.
That's the balance. Maximum transparency on the outside, maximum data security on the inside.
Now let me show you an area that many underestimate. The project documentation as a knowledge base for your customer.
I open a project and switch to the Documentation tab.
Here you can create articles that your customer can read. And this is incredibly valuable, because it eliminates follow-up questions.
I click "Write article" and create one called, for example, "How to report a problem correctly". Here I describe for the customer what information we need when a ticket is created. Which system is affected, when the problem started, what error message is displayed.
Or another article: "FAQ, Frequently Asked Questions". Here you collect the questions that come up again and again. How does the acceptance process work? When is the next release? How do I reach emergency support?
The text editor supports formatting, images, tables, code blocks. You can build really professional articles. And you can even link directly to tickets that a topic originated from.
The benefit is obvious. Your customer finds answers on their own before they call or write an email. And you save yourself the same explanations over and over again.
Take the time to create two or three solid articles per project. It pays off with every single customer inquiry that never comes.
The Big Picture tab is another feature that gives your customers real value.
I open the Big Picture tab in the project.
What the customer sees here: all tasks in the project, visually grouped by task type. Features, bugs, other tasks, each category in its own row. Each task as a compact card with status, priority, and progress.
The customer can see at a glance: how many tasks are open? How many are in progress? How many are done? Are there any bottlenecks?
This is enormously valuable. Instead of "What's the status of my project?" the customer gets the answer themselves. Anytime, without waiting for a reply.
And for you, that means fewer status meetings, fewer update emails, fewer interruptions. The customer is informed, and you can focus on the actual work.
One last important point. The standard guest role works for most cases. But sometimes you have customers with special requirements.
I open Administration and go to Roles. Here in the lower section you can see the guest roles.
A typical example: some customers insist on seeing the time entries logged against their tickets. The standard guest role doesn't include this, but with a custom guest role, it's no problem.
I click "Create guest role" and set up a new role, for example "Guest with time tracking". Here I can selectively enable individual permissions without giving the customer full access.
Each permission can be set individually: allowed, not allowed, or inherited from a parent role. This way, you can create different access levels for different types of customers. Precise, and without compromising data security.
You've now seen what customers can do as guest users in Leadtime.
Invitation in one minute, free of charge. Visibility into tickets, documentation, and Big Picture, but only for their own organization. And if a customer has special requirements, you simply adjust the guest role.
The result: a customer who can stay informed on their own. Fewer follow-up questions, more trust, more professional collaboration.
In the next video, we'll take a closer look at Big Picture, how you use it to set priorities and keep an overview across all your projects.
