Overview

The Ticket Portal is the page in your Customer Portal where customers follow their support tickets. They can check the status of each ticket, reply to your team, and open new tickets without starting a chat or sending an email.

It shares the Customer Portal menu, design, and sign-in with your Feedback Portal, Updates, and Help Center, so customers find support, answers, and product news in one place.

What customers see

Ticket list

The Tickets page shows your portal title, a short description, and the 'New Ticket' button. Three tabs group their tickets:

• All: Recent activity on their tickets, grouped by day

• Open: Open tickets, with tickets that wait for the customer's reply first

• Resolved: Completed and canceled tickets

Each ticket shows its title, status, and the time of its latest activity. A marker shows new activity that the customer has not seen yet. Tickets that wait for the customer show the status Waiting on you.

Customers can search their tickets. When they can see tickets that their company shares, they can also switch between All tickets and Created by me.

Ticket page

When a customer opens a ticket, they see its status, ticket number, ticket type, and the date it was opened. The page has two tabs:

• Conversation: The full thread with your team, including status changes, with a reply box at the bottom

• Details: The ticket's status, type, dates, and form fields

Customers cannot close or resolve a ticket themselves. Your team changes the status from the Inbox.

New tickets

To open a ticket, customers click 'New Ticket' and fill in the ticket form. They must sign in first.

Customers who sign up on the portal with email and password verify their email before they can see or create tickets. Customers who sign in through your app or with a sign-in provider, such as Google or GitHub, are already verified.

How customers find the portal

• Customer Portal menu: When the Ticket Portal is on, Tickets appears in the Customer Portal menu. You can rename, reorder, or hide menu items in Settings → Customer Portal → Menu & footer.

• Portal link: Share the address shown under Visit ticket portal in Settings → Support → Ticketing → Tickets portal.

• Private requests: When Private requests go to is set to Automatic, private requests from the portal's New request page go to the Ticket Portal. Find this setting on the Categories tab in Settings → Requests → Management.

• Messenger: Add a custom home card that links to the Ticket Portal.

Portal address

By default, the Ticket Portal is at https://yourcompany.featurebase.app/tickets. If your Customer Portal uses a custom domain, the Ticket Portal is at /tickets on that domain.

You can also give the Ticket Portal its own domain, such as tickets.yourcompany.com, in Settings → Customer Portal → Domain. Then the Ticket Portal opens at the root of that domain. Follow the custom domain steps to connect it.

Ticket visibility

Each customer sees only the tickets they have access to. You set this per Customer ticket type, on the Access Control tab of the ticket type settings in Settings → Support → Ticketing → Ticket types.

• General visibility controls who can see and submit the ticket type:

  • Public: Anyone with access to your workspace

  • Segmented access: Only users in the segments you choose

• Ticket visibility controls who can see a ticket after it is submitted:

  • Private between author (default): The author and your team

  • Private between company: Users in the author's company and your team

Customize the portal

• Text and languages: Change the portal title, description, and 'New Ticket' button text, and add languages, in Settings → Support → Ticketing → Tickets portal.

• Look and feel: Set the logo, colors, fonts, and light and dark mode in Settings → Customer Portal → Brand & colours. These settings apply to the whole Customer Portal.

• Access and sign-in: Choose who can open the Customer Portal and which sign-in methods customers can use in Settings → Customer Portal → Access & visibility.

FAQ