Want to understand how the Customer Portal works and what customers see when they access it? Here are answers to the most common questions.
What is the Customer Portal and how do customers access it?
The Customer Portal is a secure page that allows customers to track the status of their ticket directly, with no login or account required. Every time a ticket's sub-status changes, the customer automatically receives an SMS or email notification containing a link to the portal.
How do customers verify their identity when entering the portal?
Customers can verify their identity in one of two ways: by entering their phone number to receive a 4-digit code via SMS, or by entering their email address to receive the same code via email. The code expires after a short period and can be resent after a 30-second countdown. If the entered phone number or email does not match the ticket's contact information, access is not granted.
What information does the Customer Portal display?
The portal displays the ticket ID with a copy icon, the date of the last update, the current sub-status using the customer-facing label, a full status timeline showing when each of the four main statuses was first reached, the ticket description if one was added, and a link to contact the company directly.
Do customers see the same internal labels that agents use?
No. The portal displays the customer-facing sub-status label as configured in the ticket template, not the internal agent label. The two labels can differ depending on how the template has been set up.
Can the portal still be accessed after a ticket has been archived?
Yes. Archived tickets remain accessible through the portal. Customers who have the link can still view their ticket's status even after it has been archived.
Have more questions? Browse the Help Center articles or reach out to our support team for further assistance.