My tickets & the portal
Where customers track, reply to and reopen their own cases without phoning to ask.
What is it?
The client portal: a list of the customer’s tickets with status and last update, the full conversation on each, attachments, and buttons to reply or reopen a closed ticket.
Why does it exist?
Most "any update?" calls exist only because the customer cannot see the status. Showing it removes the call and the frustration behind it.
How does it work?
1
The customer logs in and sees every ticket they have raised.
2
Opening a ticket shows the whole thread, including your replies and their attachments.
3
They reply in the portal or by email — both land on the same ticket.
4
A closed ticket reopens automatically if they reply again.
WHO USES IT
Customers
WHAT MANAGEMENT ACHIEVES
Fewer chase-up calls, and a customer who can see that their issue has an owner.
In practice
A customer checks the portal at 9pm, sees the status changed to "with engineering" that afternoon, and does not phone in the morning.
See this screen in the real software:
Open the live demo →