Portal

Start with a verified customer identity

The portal connects a signed-in customer to the requests they are entitled to see. Its identity mapping is explicit, and active portal access is required. An email address found in an incoming message cannot grant access to earlier tickets or to another person using a similar address.

A customer opening a new request supplies the issue and the appropriate public context. The service sets the customer identity from the authenticated session and applies the configured priority policy. Routing, SLA targets and ownership remain support-team decisions. A manipulated form cannot make another customer the request owner or select an internal agent outside the permitted workflow.

Share the right part of the conversation

Customers see their own public ticket fields, public replies and permitted attachments. Internal notes, activity history and diagnostic resolution detail stay private. That distinction applies to downloads and direct links as well as the visible portal page. A customer must not discover an internal log by changing an attachment identifier.

The support agent writes a public resolution summary that explains the outcome without exposing the internal investigation. A customer can ask a follow-up question in the same conversation. Their comment stays a public customer contribution; untrusted input cannot turn it into an internal staff note or impersonate an agent response.

Reopen within the agreed window

After resolution, the portal allows the customer to reopen the request during the configured window. The reply returns the ticket to work and creates the next service episode while retaining the previous outcome. If a reply arrives as an automatic closure action begins, the unchanged-revision check determines the valid result so the customer response is not lost.

Reopening is deliberate and repeat-safe. Retrying the same portal action should return the accepted reopen result instead of creating several episodes or repeatedly increasing the reopen count. Outside the allowed window, the configured next-request path can be explained without silently altering the old closed decision.

Ask for feedback after closure

A closed episode can trigger a CSAT invitation for its actual customer. Opening the survey link is not a rating. An explicit integer score and optional comment are accepted only through the bound customer identity or a valid single-purpose expiring token. The accepted response remains stable when the browser retries.

Customers who do not respond remain nonrespondents in the report; they are not assigned a zero or a satisfied score. The support manager can review the feedback alongside the actual ticket history. The portal therefore gives the customer a clear path from request to public update and feedback while keeping operational authority and internal context with the support team.

Review the working record

Review the portal experience using a customer identity with a real permitted ticket. Confirm that its public reply and files are available while internal notes and other customer requests remain inaccessible, including through direct record and attachment links.