Overview
When your team updates a ticket, the customer doesn't have to wait for a phone call or email thread to find out what's happening. The Customer Portal gives customers a direct, secure way to check the status of their own ticket — accessible from any device, any time, with no login or account required. It's a simple but powerful part of the customer experience that runs automatically in the background.
How It Works
Every time a ticket's sub-status changes, the customer receives an automatic notification — via SMS, email, or both depending on what contact information is available. That notification includes a link to their Customer Portal.
Here's what happens after the customer clicks the link:
Step 1 — Verification
The portal opens to a verification screen. The customer can verify their identity using:
Phone number — they enter their number and receive a 4-digit code via SMS.
Email address — they enter their email and receive a 4-digit code via email.
The code expires and can be resent after a 30-second countdown. The portal accepts all supported phone number formats, including numbers starting with 05, 5, or 9665.
If the entered phone or email doesn't match what's on the ticket, an error is shown and access is not granted.
Step 2 — Ticket View
Once verified, the customer sees a clean, focused view of their ticket. The portal displays:
Ticket ID with a copy icon.
Last Update — the last time the sub-status changed.
Current Status — the current sub-status, using the customer-facing label set in the ticket template.
Status Timeline — a top-to-bottom flow of all four main statuses, each showing the time it was first reached. Statuses not yet started show dashes instead of a time. Completed, current, and upcoming states are visually distinguished.
Description — the ticket description, if one was added.
Company Contact Link — a way for the customer to reach out directly if needed.
The portal header shows the company name and a translation button, so customers can view it in their preferred language.
The portal shows the customer-facing sub-status label, not the internal agent label — what agents see and what customers see can be different, as configured in the ticket template.
A Few Things to Know
The portal works for both mobile and desktop browsers — no app required.
Only one ticket is shown per portal link. Each link is specific to one ticket.
Archived tickets remain accessible through the portal — customers who have the link can still view their ticket's status even after it's been archived.
The portal reflects the ticket's time zone as configured in the agent's profile settings.
Why It Matters
Fewer follow-up contacts: When customers can check their own status, they're less likely to call, message, or email asking for updates — freeing up your team's time.
More trust, less frustration: Visibility into what's happening — even just knowing a ticket is "in progress" — makes waiting feel less uncertain for customers.
Zero extra effort for your team: The portal updates automatically whenever the ticket status changes. Agents don't need to do anything extra to keep customers informed.
Works anywhere: Mobile and desktop support means customers can check in from wherever they are, whenever they need to.