FOCUS 01⊙
Customer portal
Record fieldPortal tab
Portal tab
Review support records in portal context and return to detailed support when selecting a ticket.
Support / Portal access and responses
Customer portal for support requests and replies
Manage existing portal links alongside support tickets and customer responses.
PRODUCT VIEW
See how it works.
Use the customer portal’s existing access links to follow support requests and customer replies. Review the internal portal view alongside tickets and feedback, then return to the relevant ticket for action. Customer links and response tools operate under their own access conditions. This is not presented as a standalone public customer CRM or a place where everyone can see all of the organization's data.
EXPLORE THE PRODUCT
Sample viewCustomer portal
Ticket #001 · Access questionOpenBeing reviewed
Ticket #002 · Setup supportTeam assignmentIn progress
Ticket #003 · Usage questionReplyResolved
Ticket details
Track status, owner, priority and customer context together.
01Open the portal view
02Assess access conditions
03Bring the reply into the ticket
FROM NEED TO OUTCOME
Where this helps.
Keeping a ticket number, reply link and internal support status in different places makes it harder for customers to identify the topic and for the team to place incoming replies.
WHAT YOU CAN WORK TOWARDS
Keep customer access within the relevant support context and connect the portal view to the team's detailed ticket work.
STEP BY STEP
How to use it.
- 01
Open the portal view
Review existing ticket and feedback context in Support's customer portal tab and select the required record.
- 02
Assess access conditions
Verify the customer link and response method during setup. Share access information only with the relevant customer through a suitable channel.
- 03
Bring the reply into the ticket
Assess the customer's response in the support record, continuing internal follow-up and resolution with the authorized team.
INSIDE THE MODULE
What can you do?
FOCUS 02▤
Customer portal
Record / contentStatusOwner
Ticket-linked access
Assess customer links against the specific support topic. Access information does not grant entry to the entire workspace.
FOCUS 03↗
Customer portal
✓Customer responses✓Bring the reply into the ticket✓See what is included
Customer responses
Track information received through existing portal reply tools in the appropriate ticket flow, preserving conversation context.
FOCUS 04◇
Customer portal
Record fieldFeedback context
Feedback context
See related surveys and feedback in support context. Advanced satisfaction screens remain a separate Business feature.
IN EVERYDAY WORK
What it looks like in practice.
A customer sends more information about an open support issue.
Review the reply against the correct ticket rather than letting it become a separate email note or the wrong customer record.
Scenarios are illustrative; they are not customer testimonials or measured performance claims.
KNOW WHAT IS INCLUDED
Plans, permissions and limits.
The existing customer portal is included with support in every plan. Access and communication flows depend on setup conditions.
- The portal is not presented as a complete order, invoice, payment collection or customer project management system.
- Customer links must not be shared publicly outside their relevant access conditions.
YOUR QUESTIONS
About this feature.
01Does the portal create a CRM account?+
No. The current portal flow supports customer participation in a support issue. It is not the same access as standard CRM workspace membership.
02Are satisfaction tools also in every plan?+
Basic support and the portal are in every plan. Advanced satisfaction and Quality views are included in Business.
RELATED WORKFLOW GUIDES
You may also need these features.
Support ticketsTrack support requests by status, priority, latest customer reply and resolution date.↗Knowledge baseTurn support answers into searchable articles, with titles, summaries, categories and a clear draft, published or archived status.↗Support satisfactionSee which surveys are unanswered, which received low ratings and which customers still need help.↗
MODULES THAT WORK TOGETHER
Explore related modules.
01↗02↗03↗
Inbox and Gmail
Use in-app notifications for daily work, and connect authorized Gmail conversations with Professional and Business.
Customer support
Manage support as a continuation of the customer relationship, adding knowledge-base, satisfaction and reward records with Business.
Security and team access
Arrange team access through workspace membership, existing roles, enabled modules and connection permissions.