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Tickets & customers

Configure the customer portal

Give customers a clear place to submit requests and follow the tickets they can access.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

The customer portal provides permitted customers with ticket lists, ticket details, and the global ticket form. Enable Customer Portal in Features and configure access under Settings → System → Portal. By default, customers see their own tickets. Organization access can extend visibility within the same organization when explicitly enabled for its members or administrators.

When to use this

Email is not enough when customers want history. Isolation is a security property, not a cosmetic filter in the browser.

Where to find the controls

Public portal URL after the feature is on (follow the Portal settings slug/page). Admin configure: #/settings/system/portal and #/settings/billing/features. Tickets still appear in agent Inbox.

Who can make these changes

Customers with a portal login. Agents never use the portal as a substitute for Inbox. Admins need manage_settings to change labels.

Before you begin

Enable customer_portal, set labels, login behaviour, and confirm permalinks. Form fields: Ticket Form Builder surfaces include portal. Privacy/retention is Settings → Security → Privacy.

Follow these steps

  1. Enable Customer Portal in Features.
  2. Configure portal labels and access rules.
  3. Sign in using a test customer at your help-center login URL, normally /support/login/.
  4. Open the ticket list, normally /support/tickets/.
  5. Submit a test ticket and confirm it appears in agent Inbox.
  6. With a second test customer, verify own-ticket and organization visibility match the configured policy.
  7. Confirm internal notes remain hidden.

Settings reference

Portal labels change customer-facing copy. Feature permissions control ticket creation, replies, downloads, knowledge, and conversations. Organization member/admin ticket settings determine the permitted same-organization scope; the default is own-only. Portal fields come from the global Ticket Form Builder.

Example workflow

With own-only access, Customer A can open their ticket from /support/tickets/ and cannot read Customer B’s ticket. If organization visibility is deliberately enabled, eligible members can see the allowed organization tickets, while other organizations remain excluded. Use your configured help-center slug instead of support when it differs.

Good practices

Tell customers the portal URL in the email template. Keep portal fields fewer than admin if you hide advanced surfaces.

Important considerations

Review organization permissions before linking customers to an organization. Unexpected access outside the permitted customer or organization scope should be reported to support. Internal notes must remain hidden.

If something does not work

Portal 404: feature off, bad slug, permalinks not flushed, or page unpublished. Login loop: cache cookies. Form field missing: portal surface off. Contact support for confirmed IDOR or persistent 404 after flush.

Continue learning

Create a ticket→Build a ticket form→Enable the features included in your plan→Configure privacy and retention→

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What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

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Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

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