Portal

Provide customers or employees with a self-service portal to file and track support tickets

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

For details on how the portal works from an end-user or agent perspective, see: Creating tickets using the Portal.

Availability:

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

• Employee Portal is available only for accounts with the Internal Helpdesk Product Edition on Professional and Enterprise plans.

Setup:

Apart from configuring access control - the steps for setting up Employee and Customer Portal are the same.

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 - Configure who can sign in to the portal

If this is the first portal enabled for your company across accounts, ClearFeed uses your base subdomain. Additional portals use an account-specific variation of that subdomain. To customize your portal link beyond the default format, contact [e-mail]

Configure Access Control

Customer Portal

Use Customer Portal access controls to decide which customer users can sign in.

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

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

Employee Portal

Choose one of the following access modes for the Employee Portal:

Allow All Users from Account Domains

Use this mode when any employee with an email address from one of your account domains should be able to access the portal.

Employees can sign in using:

• Google Sign-In

• Microsoft Sign-In

• Email magic link

Allow Only Specific Users

Use this mode when only selected employees should be able to access the portal.

1. In Portal Setup, choose Only specific users

2. Enter the employee email addresses that should be allowed to sign in

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 users click File Ticket.

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

Forms shown in the portal:

• Include all non-hidden fields

• Include only fields marked editable by non-responders

To configure forms:

1. Go to the Collection used for the portal.

2. Open Settings -> Forms.

3. Select the forms you want users to see when creating tickets through the portal.

Learn more about Forms here

Custom Domain

Availability: Custom domain is available on the Enterprise plan for accounts with Portal enabled.

By default, your portal is accessible at https://<subdomain>.clearfeed.app. With a custom domain, you can serve the portal from a subdomain you own — for example, support.acme.com — so your end users see your brand, not ClearFeed's domain.

Your original clearfeed.app URL always remains active as a fallback regardless of whether a custom domain is configured.

Set up a Custom Domain

1. Go to Settings → Portal Setup

2. Under Portal link, switch to the Custom domain tab

3. Enter your subdomain (e.g. support.acme.com)

4. Click Add domain — ClearFeed displays two DNS records to add at your registrar

Subdomains only. Root domains (e.g. acme.com) are not supported — you must use a subdomain like support.acme.com.

Add DNS Records

After clicking Add domain, ClearFeed displays two CNAME records. Add both at your DNS provider:

Type	Host (Name)	Points to (Value)
CNAME	Your subdomain (e.g. support.acme.com)	ClearFeed-provided routing hostname
CNAME	Validation hostname	Validation value

Once both records are in place at your DNS provider, ClearFeed automatically verifies domain ownership. The setup screen shows a Waiting on DNS propagation status while this is in progress.

72-hour expiry. The verification window expires 72 hours after the DNS records are generated. If verification is not complete within that window, remove the domain and add it again to generate a fresh set of records.

Verification

ClearFeed verifies your domain automatically in the background. Once verified, the status changes to Domain verified successfully and your custom domain becomes live. After verification, the DNS records must stay in place — removing them will take your custom domain offline.

Authentication on Custom Domains

Sign-in method	Status on custom domain
Email magic link	Works automatically
Google / Microsoft OAuth	Requires a one-time setup from ClearFeed

If your users sign in via Google or Microsoft, contact [e-mail] after your domain is verified to enable OAuth on your custom domain.

Change or Remove a Custom Domain

Custom domains cannot be edited in place. To change your domain:

1. Click Remove on the current custom domain

2. Add the new domain and complete the DNS setup again

Removing a custom domain immediately takes the custom URL offline. Your original clearfeed.app URL continues to work.

Test the Portal

To test the portal experience:

1. Enable the portal.

2. Configure the relevant access mode for your edition.

3. Sign in as a permitted user.

4. Submit a test ticket and verify:

   • It appears in the correct Slack or Triage channel

   • Agent replies sync back to the portal

FAQs

1. Why do portal users 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 in the portal? Answer: To display custom fields in portal ticket views, contact ClearFeed support via Slack or [e-mail]

3. Does my original clearfeed.app URL still work after setting up a custom domain? Answer: Yes. Your original ClearFeed subdomain remains active as a fallback at all times.

4. Can I have multiple custom domains for different portals? Answer: Each ClearFeed account supports one active custom domain at a time.