Customer Portal

A web page your customers can use to submit tickets and follow what's happening without emailing back and forth.

What customers can do

Customers can submit a ticket with a title, description, and attachments; check its status; reply to an agent; and receive resolution notifications. The portal contains only the controls needed for those tasks.

How they get in

Customers sign in at the portal URL with their email and password. If they don't have an account yet, they can register right from the portal sign-in page.

Customers can also bookmark the portal URL for return visits.

What they see (and don't)

Only their own tickets. Never tickets belonging to other customers, never internal notes between your agents, never anything an agent didn't explicitly send to them. Status is shown as the lane name from your board, so if you've renamed the lanes, they see your names.

If an attachment was uploaded as part of an internal note, the customer doesn't see it.

Notifications

Customers get an email when an agent replies, when the status changes in a way they'd notice (e.g. moved to Waiting, asking for info), and when the ticket is closed. They can mute notifications per ticket from the portal if they prefer to check manually.