Using the Customer Portal
The customer portal lets your customers view and manage their support tickets without emailing you.
What Is the Customer Portal?
The customer portal is a self-service page where customers can:
- View all their past support tickets
- Check the status of open requests
- Reply to existing tickets
- Submit new support requests
How Customers Access the Portal
Customers can access the portal through:
- Email links - Every support email includes a "View ticket" link
- Your website - Add a "Support Portal" link to your store's navigation
- Customer accounts - If using Shopify customer accounts
Portal Features
Ticket List
Customers see all their tickets with:
- Subject line
- Current status (Open, Pending, Closed)
- Date created
- Last activity
Ticket Details
Clicking a ticket shows:
- Full conversation history
- Any attachments
- Reply form (for open tickets)
New Ticket Form
Customers can submit new requests with:
- Subject line
- Message content
- Optional order reference
Benefits of the Customer Portal
- Reduces "status check" emails - Customers can see their ticket status anytime
- Keeps conversations organized - All replies in one thread
- Available 24/7 - Customers don't have to wait for business hours
- Professional appearance - Shows you have proper support infrastructure
Adding a Portal Link to Your Store
- Go to your Shopify admin → Online Store → Navigation
- Edit your footer menu
- Add a new menu item
- Name: "Support" or "Help Center"
- Link: Your SDesk portal URL
- Save