Portal

Portal

ClearFeed Portal allows end users to file tickets, track status, and respond to support conversations through a web interface.

Tickets submitted through the portal are automatically created in ClearFeed and routed to Slack, where agents can continue working from the Triage channel or the ClearFeed WebApp. Agent replies sync back to the portal, keeping both sides in sync.

Types of Portals

ClearFeed supports two portal experiences:

• Customer Portal for External Helpdesk accounts:

  • Allows customers configured in the Web App to submit tickets through a portal web interface.

  • The allowed domains, access controls and user roles are all configurable for each customer.

• Employee Portal for Internal Helpdesk accounts:

  • Allow employees to submit tickets through a portal web interface.

  • The allowed domains are derived from the account's configured domains, but access can also be restricted to specific users.

Refer to the portal setup page for a detailed explanation.

How the Portal Works

You can share the portal link with the people who need to raise requests through a web interface. You can find the link by going to Settings -> Portal Setup.

Portal users can sign in using:

• Google Sign-In

• Microsoft Sign-In

• Email magic link

What Portal Users Can Do

• File new tickets using configured forms

• View tickets/filter tickets - whether they can view all tickets or only their own will depend on the portal type and user role.

  
• Track ticket status and updates

• Reply to tickets and continue conversations

  
• Export tickets from the portal

  
• Tag support team members who are ClearFeed users when replying to a ticket, ensuring the right people are notified.

  

What Happens When a Portal User Submits a Ticket

When a user submits a ticket through the portal:

• A ticket is created in ClearFeed

• A new ticket appears in your Triage Slack channel

• The ticket is routed to the dedicated Slack channel configured for that customer (in case of Customer Portal).

• Team members can respond directly from the Slack thread or the ClearFeed WebApp

• Agent replies sync back to the portal user and the portal user also receives updates via email.

Note:

By default, all outgoing emails are sent from your configured custom email address.

Important:

• Emails sent using the custom email address will not be threaded in the recipient’s inbox.

• Each outgoing email always includes the last 5 messages from the conversation as context.