Customer Portal

Provide your customers with a centralized platform for tracking and managing their service requests

How Does the Portal Work?

ClearFeed's Customer Portal provides your customers with a single, secure location to:

• File new service requests (tickets)

• Track the status of open or closed tickets

• Respond to support conversations

Once the portal is enabled for your account and setup is complete:

• Customers can sign in using Google Sign-In, Microsoft Sign-In, or an email-based magic link.

• After signing in, customers can view all tickets filed by users from their organization.

• Tickets submitted via the Portal are routed to a dedicated Slack channel, where support agents can view and respond directly.

• Agent responses from Slack are automatically relayed back to the customer in the Portal.

Tickets created through emails are not accessible from the portal as of now.

Customer Portal Setup

The Customer Portal is available only for Accounts with "External" Product Edition and Professional and Enterprise plans.

To enable and configure the Portal:

• Navigate to Account Settings → Portal Setup

• Configure the following:

  • Portal Name

  • Company Logo (displayed in the portal header)

  • Choose whether to enable the portal for all customers or manage access individually

Customize Customer Portal Link

By default, your portal is accessible at: https://<portal-name>.clearfeed.app

To customize this link, out to us at [email protected]

Adding New Customers

To give a new customer access to the Portal:

1. Go to Customers → Click Add New Customer

2. Fill in the following:

   • Customer Name

   • Slack Channels where requests from this customer are being handled (Channels must not be assigned to another customer and should be monitored by ClearFeed)

   • Email Domains for the customer’s organization (Users with these domains can sign in to the Portal)

Restricting access to Support Portal

You can restrict portal access in two ways:

Option 1: Disable the Portal for a Customer

• Go to Customers → Manage → Edit Customer Details

• Toggle off Enable Support Portal

• Click Save

Option 2: Limit Access to Specific Users

• In the same screen, set User Access to “Specific Users”

• Enter email addresses of the users allowed access (Email domains must match the customer’s configured domains)

• Click Save

Using Forms to File Tickets via Portal

Customer Portal supports form-based ticket filing, enabling you to configure structured request forms with custom fields — tailored for different types of support requests.

How Ticket Filing Works

• If your account has only one form enabled for ticket creation:

  • Clicking File Ticket opens the corresponding form directly in a modal.

• If your account has multiple forms configured:

  • Customers will see a form selection dropdown before proceeding.

  • The default selected form is based on your Portal Collection configuration.

The selected form shows:

• All non-hidden fields marked as editable by non-responders

• Any default values set in the form configuration

If your account has multiple forms, customers will start seeing a form selection dropdown. Make sure your Portal Collection mapping is updated to reflect the correct default.

Viewing Tickets in the Portal

Story Table View

• Fields in the ticket list (story table) are read-only

• The table displays:

  • Fields from the form used to file the ticket

  • Only non-hidden fields that are editable by non-responders

• Standard fields like status, priority, assignee, and assignee team will be shown only if included in the form

Story Detail View

• Fields from the create form are shown as read-only

• Fields from the edit form are editable, but only if:

  • They are non-hidden

  • And marked as editable by non-responders

• Standard fields (status, priority, assignee, assignee team) will only appear if part of the configured form Example: If status is not configured in the associated form, it won’t be visible in the Portal for that ticket.

Displaying Custom Fields in the Portal

If you’d like to show custom fields in your Portal ticket views, please reach out to Clearfeed support via Slack or [email protected]

FAQs

1. How can I test the Customer Portal experience? Answer: The Customer Portal is only accessible to your customers. To test it yourself, create a dummy customer using your own email domain and grant it portal access (Follow steps mentioned here to do this). Now, open the portal link and sign in with that email to experience the portal as a customer would.

2. Why are my Customers seeing a dropdown to select a form when creating tickets?

   Answer: This happens when your account has more than one form mapped to the Portal. Customers will be asked to choose the appropriate form before filing a request.