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Feature

A place customers can check on their request

"Any update?" emails are a symptom: the customer cannot see what is happening. The portal shows them every request they have open and every reply they have been sent - and nothing else.

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  • Passwordless sign-in
  • Only what was actually sent
  • Same rules as email

What is the SupaDesk customer portal?

The customer portal is a signed-in area where your customers see the support requests they raised or were copied on, read every reply that was sent to them, reply themselves, and open new requests. Customers sign in with an emailed one-time link or with Google or Microsoft. The portal runs as a separate kind of session from the agent workspace, and its data access only ever returns customer-visible, actually-sent messages.

  • Customers see their own tickets and ones they were copied on.
  • Only sent replies appear - never drafts or replies waiting for approval.
  • Internal notes are in a separate store the portal cannot query.
  • Agent names shown to customers are chosen on the server by your policy.
  • A portal reply follows the same path as an emailed one.
  • Customer sessions are shorter-lived and fully separate from agent sessions.
In detail

The one bug a portal must never have

Internal notes cannot leak

The most damaging thing a help desk can do is show a customer what agents wrote about them. So the portal is built so it cannot.

  • Internal notes live in a different table that the portal's queries do not name.
  • Every portal query applies four filters: you are on the ticket, the message is customer-visible, it was actually sent, and it is active.
  • There is no "include internal" switch anywhere on the portal path to be flipped by mistake.
  • Outbound messages appear as the version that was sent, not the latest draft.

A customer session presented to an agent endpoint is refused at sign-in level, before any permission check runs.

Sign-in without passwords

Customers forget passwords; support desks end up resetting them. The portal does not have any.

  • One-time sign-in links, sent to the customer's address and valid for a single use.
  • Google or Microsoft sign-in for an address that is already a contact on your desk.
  • A new visitor cannot create an account by signing in with a social login.
  • Your logo and your desk's name on every page.

Related

B2B Account Support

Organisations, VIP accounts and a portal where a client's whole team can follow a case.

Contacts & Organisations

Know who is writing, which company they belong to, and whether they are a VIP.

Shared Inbox & Ticketing

Every customer email becomes a ticket with an owner, a status and a history.

CSAT Surveys

Ask customers how it went after a resolution, without asking the same person twice a week.

Roles, Permissions & SSO

Granular roles, ticket visibility by department, Google and Microsoft sign-in, MFA.

IT Services & MSPs

Client organisations kept apart, SLAs per contract, and a portal for each client's team.
Frequently asked

Questions people ask before they start

With a one-time link sent to their email address, or with Google or Microsoft if that account's address is already a contact on your desk. There are no customer passwords to manage or reset.

Their own requests and the ones they were copied on, the messages that were actually sent to them, and their own replies. Internal notes, drafts, replies waiting for approval and agents' private names never appear - those filters are part of the portal's data access itself, not a setting.

Yes. A portal request becomes a ticket exactly as an email would, with the same routing, SLA and approval rules applied.

No. Asking for a sign-in link gives the same answer whether or not the address is known, and a ticket that does not exist looks exactly like one that belongs to somebody else.

Not yet. The portal is for following and replying to support requests. If you need a published help centre today, our sister product TheDocs is built for exactly that.

Answer "any update?" before it is asked.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

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Questions first? Email sales@supadesk.in or call +91 8585953085.