Customer portal · tracking tickets with email access
Your customer follows the tickets they opened on their own: they sign in with their email, with no password, see the status and the due date, read the public history, reply and reopen a resolved ticket. This is the side of the person who consumes the service, alongside the account link and the portal configuration.
The customer portal with email access answers support's most repeated question: so, how is my ticket doing? Instead of calling or emailing to ask for a status, the requester signs in and follows it themselves. There is no password for the customer to manage.
This article covers the customer's side. To customize the portal's look, choose modules and pages, or generate the read-only link for a whole account, see the customer portal article under Settings. For your team's side, see the ticket console.
How the customer signs in
- Share your portal's access address, the same identifier that appears in the public link to your knowledge base.
- The customer enters the email used with support and receives a secure link by email. The link is valid for 30 minutes.
- On clicking it, they are signed in and see the list of their own tickets. The session lasts 14 days.
What the customer sees and does
- The list of their own tickets, with the ticket number, subject, status shown as a colored dot and the state of the service target.
- On opening a ticket: the history with public messages only. Internal notes never appear.
- Replying to the ticket and reopening a resolved one. When the customer replies to a ticket that was already resolved, it reopens and the assignee is notified.
Access to all of the company's tickets
By default each person sees only what they opened themselves. To let someone follow all of their own company's tickets, for instance the customer's IT manager, turn on organization access on that customer's company record. Tickets that arrive through that access are flagged as organization tickets, so it is clear they were not opened by the person reading them.
Limits and security
- A requester never sees another requester's tickets, nor another company's: the portal always filters by the email that signed in and by your organization.
- The access link and the session are signed and expire, and there is no password for the customer to forget, reuse or leak.
- Your team's internal notes never reach the portal, not even on the ticket the customer is reading.
- The portal uses the brand, colors and modules you configured under Settings, Customer portal.
Common questions
- The customer says they did not get the access link: check that the email they entered is exactly the one used with support and that email sending is configured.
- The link expired: no problem, they request a new one on the same page as many times as needed.
- The customer replied through the portal and the ticket vanished from their list? It does not vanish: if it was resolved, it comes back as reopened.
- I want the customer to also see the account's onboarding and success plan: send the account link, described in the customer portal article under Settings.