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:
Go to Customers → Click Add New Customer
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
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
, andassignee 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: Ifstatus
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
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.
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