Portal

The Customer Portal allows your customers to file tickets, track their status, and respond to support conversations through a web interface.

Tickets submitted through the Portal are automatically created in ClearFeed and routed to a dedicated Triage Slack channel (depending on which version of Customer Management your account is on). Agent responses in Slack sync back to the customer in the Portal, keeping both sides in sync.

The Customer Portal is available only for accounts on the External Helpdesk Product Edition with Professional or Enterprise plans.

How the Customer Portal Works

You can share the Customer Portal link with your customers. You can find the link by going to Settings → Portal Setup. Refer to this page for details on how to give customers access to the Portal.

Customers can use the link and sign in using:

• Google Sign-In

• Microsoft Sign-In

• Email magic link

Access is restricted based on the customer configuration and allowed email domains.

What Customers Can Do

Customers can:

• File new tickets using configured forms

• View all tickets from their organization

• Track ticket status and updates

• Reply to tickets and continue conversations

What Happens When a Customer Submits a Ticket

When a customer 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.

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

• Agent replies sync back to the customer in the Portal and customers receive updates via an email

Note:

By default, all outgoing emails are sent from your ClearFeed system email address, even if you have configured a custom email address. If you want emails to be sent from your custom-configured email address instead, please contact [email protected] to enable this for your account.

Important:

• Emails sent by agents 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.