Customer Portal

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

This page explains how administrators can enable, configure, and manage access to the Customer Portal.

For details on how the Portal works from a customer or agent perspective, see: Creating tickets using the Customer Portal.

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

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]

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

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

Configure Forms for the Portal

The Portal uses ClearFeed Forms for ticket creation.

• If only one form is mapped to the Portal, it opens directly when customers click File Ticket.

• If multiple forms are mapped, customers will see a form selection dropdown.

Forms shown in the Portal:

• Include all non-hidden fields

• Include only fields marked editable by non-responders (customers)

To configure forms:

1. Go to the Collection used for the Portal.

2. Open Settings → Forms.

3. Select the forms you want customers to see when creating tickets via the Portal.

Learn More about Forms here

Test the Portal

To test the Portal experience:

1. Create a test customer using an email domain you control.

2. Enable Portal access for that customer.

3. Sign in using an email from that domain.

4. Submit a test ticket and verify:

   • It appears in the correct Slack channel

   • Replies sync back to the Portal

FAQs

1. 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.

2. 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]