Let customers track their conversations
Give customers a private, email-verified portal to follow up on their tickets — no account, no password.
Give customers a private, email-verified portal to follow up on their tickets — no account, no password.
The customer portal is a private page where your customers see the requests they've opened and reply to them — without digging back through their inbox.
Turn it on
Open Help Center → Site → Customer portal and switch on Enable the customer portal. From then on, every reply you send carries a "View your conversations" link back to the portal.
By default, agent messages show a generic Support label. Turn Show agents' real names on if you'd rather customers see who they're talking to.
How customers use it
From the portal — a /portal page on your help center — a customer:
And confirms it with a 6-digit code (the same lightweight check as the contact form — no account, no password).
Every conversation tied to that address, in one place.
Reads the full thread and replies right there, attachments included.
Their reply lands in your inbox like any other customer message.
Good to know
The portal only ever shows conversations that belong to the confirmed email address — a code is required every time, so one customer can never see another's tickets.
- ·It works alongside Submit a request and live chat — a customer can open a request one way and follow it up in the portal.
- ·Replying by email still works exactly as before. The portal is an extra door in, not a replacement.
Switch on Enable the customer portal under Help Center → Site → Customer portal, and every reply you send will carry the "View your conversations" link.