Customer Portal

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

The Customer Portal allows customers to file tickets, track their status, and respond to support conversations through a web interface. Tickets submitted via the Portal are routed to a dedicated Slack channel monitored by ClearFeed.

Availability: Customer Portal is available only for accounts with "External Helpdesk" Product Edition on Professional and Enterprise plans.

How It Works

When customers submit tickets through the Portal:

1. Tickets are created in ClearFeed

2. Routed to a dedicated Slack channel for your support team

3. Agent responses from Slack sync back to the customer in the Portal

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

Setting Up the Customer Portal

Step 1: Enable and Configure Portal

1. Navigate to Account Settings → Portal Setup

2. Configure:

   • Portal Name - Your portal will be accessible at https://<portal-name>.clearfeed.app

   • Company Logo - Displayed in the portal header

   • Access Control - Enable for all customers or manage individually

To customize your portal link beyond the default format, contact [email protected]

Step 2: Add Customers

To give customers access to the Portal:

1. Go to Customers → Click Add New Customer

2. Fill in:

   • Customer Name

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

   • Email Domains - Authorized domains for customer sign-in

Step 3: Configure Access Control (Optional)

Disable Portal for Specific Customer:

1. Go to Customers → Manage → Edit Customer Details

2. Toggle off Enable Support Portal

3. Click Save

Restrict to Specific Users:

1. In Edit Customer Details, set User Access to "Specific Users"

2. Enter authorized email addresses (must match configured domains)

3. Click Save

What Customers Can Do

• Customers can file new tickets using configured forms

• Customers can view all tickets from their organization

• Customers can track ticket status and updates

• Customers can reply to tickets

Tickets created through email are not currently accessible from the Portal.

Form Configuration

The Portal uses ClearFeed forms for ticket creation:

• Single Form - Opens directly when customer clicks "File Ticket"

• Multiple Forms - Shows form selection dropdown based on Portal Collection configuration

Forms display all non-hidden fields marked as editable by non-responders.

Learn More about Forms here

FAQs

1. How can I test the Customer Portal experience? Answer: Create a test customer using your own email domain and grant portal access. Sign in with that email to experience the portal as a customer would.

2. Why do customers see a form selection dropdown? Answer: This appears when multiple forms are mapped to the Portal. Ensure your Portal Collection mapping reflects the correct default form.

3. Can I customize which fields are shown to the Customers in the Portal? Answer: To display custom fields in Portal ticket views, contact ClearFeed support via Slack or [email protected]