How customers sign in to the portal

Customers do not need a password. They enter the email address they used to contact you and receive a one-time code by email. Entering the code opens a session that lets them see their own tickets and replies.

Codes are short-lived and single use. If a code expires, the customer simply requests a new one.

Because access is tied to the email address, a customer only ever sees conversations that came from that address. If somebody writes from a second address, those tickets appear under that address instead; ask them to use one address consistently, or merge the tickets on your side.