Customer
Sees only their own tickets.
- Pages
- Home, My tickets, Uploads, Help center, Service status
- Can start
- New ticket, Upload a file
My tickets
Customer support ticket portal for small teams
A support ticketing portal is where customers submit tickets and follow each one's status, and agents triage every ticket by priority on a board. Each ticket carries a reply-due date, so agents are reminded before a response slips.
Pattern: RequestsDescribe it to Pory
“Customers submit support tickets, our agents triage them by priority and work them through to resolved. Each ticket should have a reply-due date so nothing sits too long.”
Viewing as
In plain English
How Pory sets it up
Pory gives every customer and agent a sign-in of their own. Each customer sees only their own tickets. It covers submit & triage. Tickets, files we've asked for, help articles, service notices and support team live in Pory's own database, so there's no spreadsheet to keep in sync.
What it does
Customers file a ticket with the screenshot, not a reply-all chain
Support requests came in through a shared inbox, a contact form and the founder's personal email, and the screenshot was always in a different message. In Pory a customer signs in, writes the subject, picks how urgent it is and the product area, describes the problem and attaches the screenshot. The ticket lands complete, so the first reply isn't "could you send a screenshot?"
Forms to submit a recordDone by: Customer
Urgent tickets stand out on the agents' board, not in an inbox
In a shared inbox an outage and a billing question look exactly the same, and both wait behind last night's out-of-office replies. Agents see each ticket as a card showing its priority, in New, In progress, Waiting on customer or Resolved, and drag it along as they work. The rejected-labels emergency gets picked up first.
Board by statusDone by: Agent
Customers see where their ticket stands without writing in to ask
Every "just checking in on this" email reopened a ticket and pushed it down the queue. In Pory each customer sees only their own tickets, with a progress bar from New through Waiting on customer to Resolved and a line on where each one is at. When an agent needs a file back, it shows on the customer's Home, and customers stop chasing.
Status tracker for the submitterDone by: Customer
Tickets carry a reply-due date, with a reminder before it passes
Response-time promises lived in a contract PDF, and nobody noticed a missed one until the customer did. In Pory the agent sets a reply-due date on each ticket to match its priority, and gets a reminder in the portal and by email as that date comes up. An urgent ticket can't quietly sit over the weekend.
Notifications & remindersDone by: Agent
Who sees what in a support ticketing portal
Every person signs in to their own view. This is what each role in the demo gets.
Agent
Sees every ticket in the portal.
- Pages
- Home, Tickets, Replies due, Uploads, Help center, Service status
What’s in the support ticketing portal template
The tables and fields Pory sets up for this portal. Describe your own version and change any of them in the editor.
Tickets
- Subject (text)
- Priority (choice: Low, Normal, High, Urgent)
- Product area (choice: Shipping labels, Tracking, Integrations, International, Billing, Account)
- What's happening? (long text)
- Screenshot (file)
- Next reply due (date)
- Customer (link)
- Handled by (link)
- Where it's at (text)
- Status (choice: New, In progress, Waiting on customer, Resolved)
Files we've asked for
- What we need (text)
- Ticket (link)
- Needed by (date)
- File (file)
- Customer (link)
- Status (choice: Requested, Uploaded, Checked)
Help articles
- Article (text)
- Product area (choice: Shipping labels, Tracking, Integrations, International, Billing, Account)
- Updated (date)
- Summary (long text)
Service notices
- Notice (text)
- Kind (choice: Planned maintenance, Carrier change, New feature)
- Date (date)
- Detail (long text)
Support team
- Name (text)
- Role (text)
- Hours (text)
The parts behind this portal
Each one reads and writes the same records, so a form, its approval and the status page someone checks are one system. How Pory builds a portal
Collect
1 partForms
Signed-in or public, with typed fields and file uploads. A form files a record; it doesn't start an email thread.
Decide
3 partsStatus tracker
“Where's my request?” answered as a progress bar on the submitter's own page.
Board by status
Cards in columns. Drag a record to move it along.
Reminders by date
Renewals, expiries and overdue work, in an in-app inbox and by email.
Control
3 partsWho sees which records
Each person sees their own records, the ones assigned to them, or the ones they manage. Fields can be hidden per role. Pory sets this up from your description, and you can adjust it in the editor.
Passwordless sign-in
A sign-in link by email, by default. Password sign-in if you'd rather.
Your brand
Your domain, your colors, your logo. Members see you.
Frequently asked questions
A customer signs in with a link sent to their email and lands on Home. They see Home, My tickets, Uploads, Help center and Service status, and only the tickets that are theirs. From there they can use “New ticket” and “Upload a file”.
You invite them. Each person gets a sign-in link by email, with no password to set, and lands in the role you chose for them.
More customer support portals
All customer support portalsWarranty claims portalSubmit → approve → replaceReturns & RMA portalRequest → authorize → refundFeature request board portalSubmit → triage → plannedBug reporting portalReport → triage → fix statusBeta program portalSignups, feedback, releasesCustomer feedback & NPS portalCollect & actProduct reviews portalSubmit → moderate → publish
Build your support ticketing portal with Pory
Describe who signs in and what each person needs, and Pory builds it. Join the waitlist while signups open; paid plans are a flat price with unlimited customers.