Customer portal · account link, brand, modules and pages

The customer portal is the external area where your account follows tickets, onboarding and the knowledge base. Generate a company's signed link right on its record, customize the brand, color, modules, pages and menu under Settings, and revoke or regenerate the link whenever you need to.

The customer portal is the window you open outward: an address where your customer account sees its tickets, the progress of its onboarding and the knowledge base, without needing access to the CRM. There are two doors into the same portal, and it is worth understanding the difference before you configure it.

• Account link: a signed address you copy from the Company record and send to the customer. Whoever holds the link sees that account's page, in read-only mode.
• Email access: the requester signs in with their own email and receives an access link, then can view, reply to and reopen the tickets they opened. That path has its own article, about tracking tickets with a login.

Generating and sending the account link

1. Open the Company record in the CRM.
2. Copy the Portal link shown on the record and send it to the customer by email or message.
3. If you need to invalidate what was already sent, use Regenerate link: every previous link for that account stops working immediately and a new one is generated.

The link is signed per account, is valid for 60 days and can be revoked. It shows only that company's data: there is never any mixing between customers. Regenerating requires permission to manage settings.

• The account's tickets, with subject, status and priority, and the number of open tickets highlighted.
• The status of the account's onboarding, with the progress percentage when there is one.
• The success plan, when there is one: title, status, goals and use cases. Internal values, such as value promised or delivered, never appear.
• Access to the public knowledge base.

Brand

1. Open Settings, Customer portal.
2. Fill in the name shown at the top of the portal and, if you want, the address of a logo.
3. Pick the primary color: it paints the portal's headings, links and buttons.
4. Optionally, set a title and a welcome message for the sign-in screen.

Modules

Turn on or off what shows in the portal: knowledge base, my tickets, announcements and documents. Turning a module off only hides it. No internal data is exposed, and tickets stay filtered by the account or by the email of whoever signed in.

Pages and menu

1. Under Pages, click Add page and give it a title.
2. Add blocks: free text, a knowledge base category (which lists that category's articles) or a link.
3. Under Menu, add the items that appear at the top of the portal, pointing to My tickets, the Knowledge base, one of your pages or an external link.
4. Click Save and use Copy link or Open portal to check the result.

You can create up to 30 pages, with up to 30 blocks each. Configuring the portal requires permission to manage settings.

Common questions

• I have not configured anything yet: the portal uses the default look. As soon as you save, it starts using your brand and the modules you chose, without breaking the links already sent.
• Can the customer reply through the account link? No. That path is read-only. To reply to and reopen tickets, the customer has to sign in through email access.
• I sent the link to the wrong person: use Regenerate link on the company record. The old address stops working immediately.
• Does deleting a portal page remove it from the menu? A menu item pointing at a page that no longer exists leads nowhere, so review the menu whenever you remove pages.

Open this article inside the system →