Customer Portal

The Customer Portal allows customers to view and manage their support tickets without logging into the main application.

Accessing the Portal

Portal Access Links

Customers receive portal access via email:

1. Agent clicks "Send Portal Link" in ticket detail view
2. Customer receives email with secure access link
3. Link expires in 30 days
4. New links can be sent anytime

Portal URL Format

https://yourdomain.com/support/portal/{token}

The token is a secure, randomly generated 64-character string that provides access without requiring a password.

Portal Features

Viewing Tickets

• Ticket List: See all tickets associated with your account
• Status Filter: Filter by status (new, open, solved, etc.)
• Search: Search tickets by subject or ticket number
• Ticket Detail: Click any ticket to view full conversation

Creating Tickets

1. Click "+ New Ticket" button
2. Fill in the form:

• Subject: Brief description
• Priority: Select urgency level
• Message: Detailed description

3. Click "Create Ticket"
4. Ticket is automatically linked to your account

Replying to Tickets

1. Open a ticket from the list
2. Scroll to the reply form
3. Type your message
4. Click "Send Reply"
5. Your reply is added to the conversation thread

Ticket Information

For each ticket, you can see:

• Ticket number and subject
• Current status
• Priority level
• Full conversation history
• Assigned support agent (if any)
• Creation and update timestamps

Security

Token-Based Access

• Each portal link contains a unique token
• Tokens are hashed and stored securely
• Tokens expire after 30 days
• Access is tracked and logged

Privacy

• Customers can only see their own tickets
• Internal notes are hidden from customers
• Customer data is isolated per tenant

Sending Portal Links

From Ticket Detail View

1. Open a ticket
2. Click "Send Portal Link" button
3. Customer receives email with access link
4. Link includes direct access to that ticket

Automatic Sending

Portal links can be sent automatically via:

• Workflow automation
• Email templates
• API integration

Best Practices

1. Send Links Proactively: Send portal links when creating tickets
2. Explain the Portal: Let customers know what they can do
3. Monitor Access: Track portal usage in reports
4. Renew Links: Send new links if customers request access
5. Mobile Friendly: Portal works on all devices

Troubleshooting

Customer Can't Access Portal

• Verify link hasn't expired (30 days)
• Check if customer email matches ticket customer
• Resend portal link if needed

Missing Tickets

• Ensure tickets are linked to customer
• Verify customer type (Contact or Company) matches
• Check ticket status (closed tickets still visible)

Portal Not Loading

• Verify token is correct
• Check if token has expired
• Contact support for new access link

Updated on: 13/03/2026