Support Portal
The Support Portal is a built-in messaging system that lets you communicate with your customers through structured support tickets. Each conversation is organized as a ticket with a subject, an assigned staff member, and a full message history. From the left sidebar, click Support Portal to open it.
The Interface
The Support Portal uses a two-panel layout:
- Left panel — the ticket list, with tabs, search, and filters
- Right panel — the active conversation, showing the full message thread and a compose area
On mobile, the panels stack vertically.
The Ticket List
Tabs
The ticket list has two tabs:
- Open — all active, unresolved tickets
- Closed — archived tickets that have been resolved or closed
Each tab shows the count of tickets it contains.
Searching Tickets
Type in the Search tickets field to filter by ticket subject or customer name. Results update in real time. Click × to clear the search.
Filtering by Staff (Admins Only)
A Filter by staff dropdown appears above the list for admin users. Select a staff member to show only the tickets assigned to them. Leave it on "All staff" to see every ticket.
Ticket Cards
Each ticket in the list shows:
- A customer avatar (photo or initials)
- The customer name
- The ticket subject (truncated if long)
- The assigned staff member's name (on desktop)
- A blue unread indicator — a colored border and dot — when a new message has arrived that you haven't seen yet
Click any ticket to open the conversation in the right panel. The selected ticket is highlighted with a blue left border.
Loading More
If you have more than 20 tickets, a Load more button appears at the bottom of the list. Click it to load the next batch.
Creating a New Ticket
Click the New Ticket button to open the Create Ticket form.
| Field | Notes |
|---|---|
| Subject | Required. A short description of the issue or inquiry (e.g., "Question about my last order", "Appointment reschedule request"). |
| Staff | Optional (admins only). Assign a staff member as the case owner for this ticket. They will receive messages on behalf of your team. |
| Recipient | Required. Select the customer this ticket is for from the dropdown. |
Click Create Ticket to open the conversation. The ticket immediately appears in the Open tab.
The Conversation Panel
Header
The conversation header shows the customer's name, the ticket subject, and the assigned case owner. Two buttons appear on the right:
- Archive / Reopen — closes an open ticket (shown in red) or reopens a closed one (shown in green). Archiving moves the ticket to the Closed tab.
- Attachments — opens a dialog showing all files and forms shared in this conversation.
Reading Messages
Messages are displayed in chronological order with the most recent at the bottom. Your sent messages appear on the right in blue. Messages from the other participant appear on the left in gray.
Each message shows its timestamp and, if it was edited after sending, an "edited" label next to the time.
If you scroll up to read older messages, a scroll-to-bottom button appears — click it to jump back to the latest message.
To load earlier messages beyond the initial 20, click Load older messages at the top of the thread.
Sending a Message
Type in the text field at the bottom. Press Enter to send. Press Shift + Enter to add a new line without sending.
Attaching Files
Click the paperclip icon to attach files to your message. Supported types:
| Type | Formats |
|---|---|
| Images | JPG, JPEG, PNG, GIF, WEBP |
| Documents | PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX |
- Maximum file size: 10 MB per file
- Up to 10 files can be queued at once
- Selected files appear as a preview strip above the compose bar — click × on any file to remove it before sending
Images sent in a conversation display inline in the thread. Documents appear as colored download buttons (PDF in red, Word in blue, Excel in green, PowerPoint in orange).
Sending a Form Request
If your account has forms configured, a Send a Form button (document icon) appears in the compose bar. Click it to open the form picker, search for the form you want, and click it to send. The customer receives the form as a message card inside the conversation with a Fill Form button. Once they submit it, the card updates to show their submission status.
Editing or Deleting a Message
Hover over a message you sent (or long-press on mobile) to reveal a menu with Edit and Delete options. These are available within 5 hours of sending. Admins can edit or delete any staff message regardless of the time window.
- Edit — opens a dialog with the message text pre-loaded. Make your changes and click Save. An "edited" label appears on the message after saving.
- Delete — removes the message after confirmation.
Attachments
Click the Attachments button in the conversation header to view all files and forms shared in the ticket, organized into three tabs:
Images A grid of all image files sent in the conversation. Each shows a thumbnail, filename, and timestamp. Click an image to open it full-size.
Documents A grid of all document files. Each shows the file type icon, filename, timestamp, and a download button.
Forms A list of all form requests sent in this conversation. Each shows the form name, its current status (waiting, submitted, or filled by you), and a timestamp. Click View Submission to read the customer's responses, or Fill Form if the form is addressed to you.
Closing and Reopening Tickets
When a conversation is resolved, click the Archive button (red icon) in the conversation header to close the ticket. It moves to the Closed tab.
To reopen a closed ticket, switch to the Closed tab, select the ticket, and click the Reopen button (green icon) in the header. The ticket moves back to Open and the message compose area becomes active again.
When a ticket is closed, the compose area is replaced with a notice: "This ticket is closed. Reopen it to send new messages or attachments."
Tips
- Assign tickets to the right staff member at creation. The case owner receives all incoming messages for that ticket — assigning the right person upfront prevents messages from being missed.
- Use subjects that are specific. "Question about my invoice #1042" is far more useful in a list than "Help" — both for you and for the customer when they're looking back through their history.
- Close tickets when conversations are resolved. Keeping the Open tab clean makes it easier to spot new or urgent tickets at a glance.
- Form requests eliminate back-and-forth. Instead of asking a customer for information through multiple messages, send a form — they fill it out once and you receive all the data in a structured format you can view directly in the conversation.
- The unread indicator only appears when you're not in the conversation. If you have the ticket open, messages you receive are automatically marked as read — the blue dot only appears on tickets you haven't opened yet.