Plan requirement
| Subscription | Any plan |
| Access | Admin |
Where customers see their own requests without asking you. The quiet feature that removes a whole category of ticket.
What customers can do there
- See their open and closed requests.
- Read the whole conversation.
- Reply without using email.
- See the status.
- Where you allow it, see their colleagues' requests too.
The tickets it prevents
Duplicates, above all. A customer who cannot find their earlier request opens a new one, and now you have two conversations about one problem.
It also removes a good share of "any update?" messages, because they can look.
Sharing across an organisation
Where your customers are companies, letting colleagues see each other's requests is often exactly what they want: somebody covering for a colleague on holiday can see what was asked.
It is a real disclosure decision, so it should be deliberate rather than default. Some organisations want it; others would find it unwelcome.
It needs sign-in
Which is why email verification and sign-in options matter here more than elsewhere. A customer who cannot sign in cannot see their requests, and that is where most of the friction is.
Tell people it exists
A link in your email notifications is the single most effective thing. Most customers never discover the portal otherwise, and a feature nobody knows about prevents nothing.
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