Customer Portal
Let your customers submit and track support tickets without a Workestra account.
The customer portal provides public-facing pages where your customers can submit support tickets, track their status, reply to agents, and rate their experience — all without needing a Workestra account.
Portal Overview
Your workspace has a unique portal URL based on your workspace slug:
https://app.workestra.com/portal/YOUR-WORKSPACE-SLUG/submitShare this link with your customers via your website, email signatures, help pages, or documentation. Anyone with the link can submit a ticket.
Finding Your Portal Link
- Go to Support (the dashboard page)
- Find the Customer Portal card
- Click Copy Link to copy the full URL to your clipboard
You can also construct it manually: https://app.workestra.com/portal/{your-workspace-slug}/submit
What Customers See
Ticket Submission Form
When a customer visits your portal link, they see a clean, branded form with:
| Field | Required | Description |
|---|---|---|
| Name | Yes | Customer's full name |
| Yes | Email address (used for replies and tracking) | |
| Subject | Yes | Brief summary of the issue |
| Description | No | Detailed information (up to 5,000 characters) |
| Type | No | Support Request, General Inquiry, Bug Report, or Feature Request |
After Submission
The customer sees a confirmation page with:
- A ticket reference number (e.g. TKT-0042)
- A Track Ticket button that links to the tracking page
- A Submit Another button to create a new ticket
They also receive a confirmation email with the same reference number and tracking link.
Ticket Tracking
Customers can track their ticket at:
https://app.workestra.com/portal/YOUR-WORKSPACE-SLUG/tickets/TKT-0042To view the ticket, the customer enters their email address. The system verifies it matches the email used when submitting the ticket.
Once verified, they can:
- View ticket status — Open, In Progress, Waiting, Resolved, Closed
- Read the conversation — All public (non-internal) comments from agents
- Reply — Add a message to the ticket (which reopens it if it was resolved)
- See resolution details — When the ticket has been resolved
CSAT Feedback
When an agent resolves a ticket, the customer receives an email with a Rate Your Experience button. This links to a satisfaction survey page where they can:
- Rate their experience from 1 to 5 stars
- Leave an optional comment
- Submit once (the link expires after 7 days)
The rating is stored on the ticket and visible in the ticket detail sidebar and analytics.
What Happens Behind the Scenes
When a customer submits a ticket:
- Contact lookup — The system checks if a CRM contact exists with that email address
- Auto-create contact — If no contact exists, one is created automatically (name + email)
- Ticket numbering — A sequential ticket number is assigned (TKT-0001, TKT-0002, etc.)
- Ticket creation — The ticket is created with status Open, priority Medium, channel Portal
- Auto-assignment — If auto-assignment is configured, the ticket is assigned to the next available agent
- Notifications — The assigned agent receives an email and in-app notification
When a customer replies from the tracking page:
- Their message is added as a public comment
- If the ticket was Resolved or Waiting, it reopens to Open
- The assigned agent is notified via inbox
Rate Limiting
The portal is rate-limited to 10 ticket submissions per hour per IP address to prevent abuse. Customers who exceed this limit see a friendly error message asking them to try again later.
Sharing the Portal
On Your Website
Add a link to your portal on your help or contact page:
<a href="https://app.workestra.com/portal/YOUR-SLUG/submit">Submit a Support Request</a>In Email Signatures
Include the portal link in your team's email signatures so customers can submit tickets directly.
Via the Embeddable Widget
For a more integrated experience, use the embeddable widget to add a floating support button directly on your website.
The portal uses your workspace name as the header. A future update will allow custom branding (logo, colors, company name).
Security
- No login is required to submit a ticket
- Viewing a ticket requires email verification (the customer must enter the email they used when submitting)
- CSAT feedback links use one-time tokens that expire after 7 days
- All submissions are rate-limited by IP address
- Customer replies are validated against the original email address
Next Steps
- Tickets — How agents manage incoming tickets
- Embeddable Widget — Add a support button to your website
- Auto-Assignment — Route portal tickets to agents automatically
- Email Processors — Accept tickets via email too