> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.swellsystem.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Customer Portal

# 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