Customer portal overview

The customer portal is everything your customers can reach on their own, without opening the internal app. It brings your public surfaces together so a customer can get help, submit ideas, follow progress, and check status in one place. The boards, roadmap, changelog, and help center only go live once an owner publishes your workspace's public site; a customer's own tickets, reached through a signed-in account or the widget, are not affected by that switch.

The surfaces

• Tickets. A signed-in customer sees their own conversations and their status, and can reply or open a new one. This is the customer side of the same conversation your team works in the inbox.
• Feedback. Public boards where customers post requests, vote, and comment. See Feedback boards for how these work.
• Roadmap. The same requests as they move through your pipeline, so customers can see what is planned, in progress, and shipped, and follow a post to hear when it changes.
• Changelog. Your public release notes, so customers know what is new.
• Status. Your public status page: the current health of each component and any active or past incidents.

One identity across the portal

A customer is one record across all of these. Whether they are voting on a board, following a roadmap item, subscribing to the changelog, or replying to a ticket, it is the same person. A guest who acts without an account is matched by email if they later register, so their history is never split.

What a customer can do

Portal customers can read and create their own tickets and comment on them, read and create feedback, vote and comment on feedback, and read and update their own profile. Everything a customer can touch is scoped to their own records; the portal never exposes another customer's data or anything internal to your team.

Notifications and the return path

When work on the internal side reaches the customer (their post's status changed, a reply landed, their issue resolved), the customer learns about it through a portal notification and, when the event warrants, by email. This closes the loop: a request a customer made months ago tells them itself when it ships.