Customer portal: replying and sending attachments

Your customers reach their own support portal at /p/your-workspace-slug. After entering a one-time 6-digit code sent to their e-mail, they see their ticket history.

Opening a ticket Clicking a ticket in "My tickets" opens the full public conversation. Internal notes are never shown.

Replying The customer writes in the reply box and presses "Send reply". The message lands in your inbox as a customer message, the assigned agent (or all owners and admins when the ticket is unassigned) gets a notification, and a closed ticket is automatically re-opened as Pending.

Attachments Customers can attach files with the same rules as agents: max 20 MB per file, 25 MB and 10 files per message, allow-listed formats only, and within the workspace storage quota. Files are stored privately and downloaded through short-lived signed links.

SLA and rating The portal shows the expected resolution time when an SLA policy applies and, once the ticket is closed, the satisfaction rating or a link to leave one.