Customer Portal
The customer portal is the branded site where your customers sign in to open, track, and reply to their own support tickets. This article covers enabling it (admin) and how customers use it.
What Customers Can Do
Signed-in customers can:
- Open a ticket with a subject, description, type, priority, and (for organizations) a visibility choice
- Track their tickets — status, expected response time, and full conversation history
- Reply to keep the conversation going, and see AI answers clearly labeled as AI
- Mark a ticket resolved themselves, or reopen a solved one
- Rate the experience (CSAT) once resolved
- "Talk to a human" at any time on an AI-handled ticket — an always-available escape hatch
- Browse the help center to self-serve before opening a ticket
- Manage their profile and notification preferences
Enabling the Portal (Admin)
- In Helpdesk Settings → Customer portal, turn the portal on.
- Set the portal name, subdomain label (e.g.
acme), logo, and primary color — these brand the site for your customers. - Point DNS for
<subdomain>.<your portal base domain>at the portal, so customers reach it at your branded address. (The exact base domain is part of your platform configuration; ask your admin if unsure.) - Optionally enable auto-invite on email ticket so a first-time email requester gets a portal account invitation automatically.
The portal is a separate site from the staff workspace, with its own sign-in. Customers never see your internal tools.
Portal Identity
Every portal user is tied to a CRM Contact, so their support history and the rest of your customer intelligence stay connected. Customers sign in with a password or a magic link emailed to them — no password required if you prefer link-only access.
Inviting Customers
- Auto-invite — turn on auto-invite so emailing support creates a portal account invitation.
- Org admin invites — a customer who is an organization admin can invite their own colleagues from the portal.
- Invitations are one-time links valid for seven days; magic-link sign-ins expire in 30 minutes.
Organization-Aware Visibility
This is the portal's most important B2B feature. When customers belong to a company (organization), you control who at that company can see which tickets.
Per-ticket visibility
When opening a ticket, an organization customer chooses who can see it:
- Private to me — only the requester (and your support team)
- Selected colleagues — the requester plus specific people they name
- Organization admins — the requester plus their company's admins
- Entire organization — anyone at their company
There is also an Internal visibility that your staff can set — those tickets never appear in the portal at all.
Portal roles
Inside each customer organization, portal users have roles that shape what they see and do:
| Role | What it means |
|---|---|
| Member | Create and view their own tickets (plus anything shared with them) |
| Power user | Same reads as a member; used to distinguish trusted contacts |
| Organization admin | Sees org-visible tickets; manages the org's portal users |
| Billing admin | Sees org-admin-visible billing tickets |
| Security admin | Sees org-admin-visible bug / incident tickets |
| Read-only viewer | Can view tickets but not create or reply |
Organization Admin Management
A customer with the Organization admin role gets an Organization area in the portal where they can invite colleagues, set roles, and disable accounts — all scoped strictly to their own company. (An organization always keeps at least one admin.)
Security Note
Every portal read and write is checked against the visibility rules above, and always scoped to the user's own company — one customer can never see another company's tickets. Tickets a user isn't allowed to see return "not found," never a hint that they exist.