A second requirement of this feature is that you are subscribed to the Active-e Service Ticket service.
To submit a service ticket, customers can visit yourstore.com/aeserviceticket. The page display will vary based on whether or not the customer is logged in. There are a few areas on the page that can be customized in topics (Content > Manage Topics) in your admin console (yourstore.com/aesys)
Anonymous users will see this:
Logged in customers will see this:
You can also adjust the content that shows up in the modal window when a user clicks the serial number tooltip:
To see a list of other editable text throughout this feature, you can also search prompts (Content > Manage Prompts) in your admin console for:
Once an estimate request is reviewed in AIM and sent to the customer, they can visit yourstore.com/aeapproveestimate to review, and Approve or Decline. The Notes and Description fields from AIM are visible to the customer here:
The logged in customer will see this on the portal: