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Customer Portal

The Customer Portal gives external users — clients, partners, or end users — a branded interface to submit support tickets and track their progress. External users do not need a Collabase account. This is separate from your internal project workspace. External users see only their own tickets and only the comments your team explicitly marks as External.

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What external users can do

  • Submit new tickets using the portal form
  • View the status and priority of their own tickets
  • Read comments posted with External visibility
  • See file attachments marked as public
  • Receive status update notifications if configured
External users cannot see internal comments, other customers’ tickets, or any other area of your Collabase instance.

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Enabling the portal

1

Open project settings

Navigate to your project and click Settings in the left sidebar. Select Portal.
2

Enable the portal

Toggle Enable Customer Portal to on. The portal URL is generated immediately.
3

Configure branding

Set the portal name and welcome message that external users will see on the portal home page.
4

Copy the portal URL

Copy the generated portal URL and share it with your customers. The URL is Space-specific and does not require authentication to access.

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Configuring the submission form

Enable the submission form to allow external users to create tickets directly from the portal.
1

Enable the submission form

In Settings → Portal, toggle on Enable Submission Form.
2

Choose visible fields

Select which fields appear in the form — typically subject, description, priority, and attachment upload. Fields not selected here are hidden from external submitters.
3

Set the default task type

Choose which task type portal submissions are created as (e.g., “Support Request”).
4

Set email verification (optional)

Enable Require Email Verification to confirm the submitter’s email address before the ticket is created.
Tasks submitted through the portal appear in the project queue tagged with the submitter’s email address and a PORTAL source label. They are treated like any other task and can be assigned, commented on, and tracked through your normal workflow.

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Comment visibility

When a team member comments on a task that has a portal submitter, they must choose the visibility for each comment: The default visibility is Internal. Switch to External only when the comment is intended for the customer to see. External comments appear in the customer’s portal view alongside the ticket status.

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Portal URL and access

The portal URL is generated per project and is not password-protected. Access is controlled by task ownership — each visitor sees only tickets associated with their email address.
Because the portal URL is not authenticated, do not include sensitive internal information in External comments or public attachments. Treat everything marked External as publicly accessible to the customer who submitted the ticket.
The portal is enabled and configured per project. A Space can have multiple projects, each with its own portal. If you run separate support projects for different products or regions, each project can have a distinct portal URL and configuration.
Last modified on June 21, 2026