Customer Portal

Problem Customers who submit portal tickets don't want to return to the help center to continue conversations—they expect to reply via email like traditional support channels. Request Allow conversations started in the Customer Portal to be seamle...

Problem Portal users cannot search or filter their past conversations, making it difficult to find specific requests in a long history. Request Add search and filter capabilities to the customer portal so end users can find past conversations by k...

Request Customize fonts, colors, and layout in the customer portal.

Problem Customer portal notification emails don't allow customization of the body text below the ticket number. Request Ability to personalize the body text in customer portal notification emails to match your brand voice or provide specific instr...

Problem The account name in customer portal notification emails is not customizable. Request Ability to customize the sender account name per customer portal or per workspace in customer portal notification emails.

Problem You can't pre-fill request form fields when sending users to the Customer Portal (unlike email pre-fill via mailto parameters). Request Allow pre-filling request form fields via URL parameters—for example, pre-selecting dropdowns based on ...

Problem Form channels lack the visual customization options available in customer portal forms, making it difficult to match branding or embed seamlessly in websites. Request Provide a UI-based customization tool for form channels similar to the c...

Problem Admins can't prevent users from tracking request status in the Customer Portal. Request Allow admins to disable request tracking, so users can only submit requests. Also support submitters continuing conversations via email or other channels.

Problem The support portal title is fixed as 'Requests' and cannot be customized. Request Allow using the configured Help Center Name as the support portal title.

Problem Portal users must submit tickets to perform common actions like scheduling callbacks or updating account details that could be self-served. Request Surface quick actions on the Portal (similar to macros in the inbox) to enable customers to...