Support 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. The portal is automatically branded with your workspace's logo, primary color, and support email from your White-label settings.

Portal Overview

Your workspace has a unique portal URL based on your workspace slug:

https://app.workestra.com/portal/YOUR-WORKSPACE-SLUG/submit

Share 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

For the embeddable variants (iframe, floating widget), see Embeddable Widget.

Branding

The portal pages render with your workspace's brand identity, pulled from Settings → Administration → White-label:

White-label field	Where it shows up
`logo_url`	Top-left of every portal page (replaces the generic icon)
`brand_name`	Header title (e.g. "Acme Support")
`primary_color`	Submit button, Track-ticket button, success states
`support_email`	Linked in the footer above "Powered by Workestra"

Pages fall back to your workspace name and Workestra's default blue if no white-label config exists. There is no per-page branding configuration — set it once for the workspace and every portal surface (submit, tracking, CSAT feedback) updates.

What Customers See

Ticket Submission Form

When a customer visits your portal link, they see a clean, branded form:

Field	Required	Description
Name	Yes	Customer's full name
Email	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
Attachments	No	Up to 3 files, 10 MB each (images, PDF, plain text, CSV, Word, Excel)

The Submit button uses your workspace primary color. Dark-mode browsers render the page in dark mode automatically.

Knowledge-Base Deflection

As the customer types the subject, the portal searches your published knowledge base and shows up to 5 matching articles inline — same deflection pattern the embed widget has. The customer can click through and resolve their own issue, or dismiss the panel and continue filling out the form. Each click is logged so the workspace can measure deflection rate.

Only published articles whose visibility is public or workspace-scoped are searchable.

File Attachments

Files can be attached at three points in the conversation:

Surface	Who	Limit	Stored on
Submit form	Customer	3 files × 10 MB	`ticket.metadata.attachments`
Tracking-page reply	Customer	3 files × 10 MB per reply	`comment.metadata.attachments`
In-app agent reply	Agent	5 files × 10 MB per reply	`comment.metadata.attachments`

The same MIME allowlist applies in all three: images (JPEG, PNG, GIF, WebP, SVG), PDF, plain text, CSV, Word, Excel.

Customer uploads route through /api/public/upload, which is rate-limited (5 uploads / 10 min per IP) and validates MIME + size server-side. Agent uploads go directly to Supabase Storage via the authenticated session client.

The agent ticket detail page renders attachment chips inline under the message they were attached to. Submission-time files surface in the ticket header attachments card; reply-time files surface under their owning comment.

Security policy — no content scanning. Workestra validates MIME types against an allowlist and caps each file at 10 MB, but does not scan file contents for malware. The allowlist excludes executable formats (.exe, .bat, .scr, .js, .html) to limit the worst attack surface, but .pdf and .docx files can still contain macros or exploits. Treat customer attachments as untrusted input — open them in sandboxed viewers / browser preview, not directly on a developer machine.

Customers with a compliance requirement for content scanning (SOC2, HIPAA, etc.) should contact us before signing — we can add ClamAV or equivalent on a per-workspace basis.

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 (also in your brand color)
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-0042

The tracking link in confirmation and reply emails embeds a one-time view token so the customer doesn't need to re-enter their email each time. Once on the page 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, …)
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
Sentiment scoring — The subject + description are scored by the AI sentiment service so urgent customers surface immediately in the queue
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.

You have three ways to surface the portal to customers. Combine them — most teams use all three.

1. Direct link

Add a plain link anywhere — your help page, contact page, or footer:

<a href="https://app.workestra.com/portal/YOUR-SLUG/submit">Submit a Support Request</a>

2. Iframe embed

Drop the submit form inside a page on your own domain (e.g. your /contact page):

<iframe
  src="https://app.workestra.com/portal/YOUR-SLUG/submit"
  width="100%"
  height="780"
  style="border:0;max-width:640px;display:block;margin:auto"
  title="Support request form"
  loading="lazy"
></iframe>

The visitor stays on your domain; only the form is hosted on Workestra. Branding (logo, primary color) still applies. Find this snippet ready-to-copy in Support → Settings → Widget → Iframe embed.

For a chat-style affordance on every page of your site, see the embeddable widget. One <script> line, includes inline knowledge-base deflection.

In email signatures

Include the portal link in your team's email signatures so customers can submit tickets directly:

Need help? Visit our support portal: https://app.workestra.com/portal/YOUR-SLUG/submit

Security

No login is required to submit a ticket
Tracking links carry a one-time view token (?t=…) tied to the ticket and customer email; the token expires after 30 days
CSAT feedback links use separate 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 on the ticket
The token-bound GET /api/public/tickets response is cached private, max-age=10, stale-while-revalidate=60 — short enough that an agent reply is visible within 10 seconds of a customer refresh, long enough to absorb double-refreshes

Next Steps

Embeddable Widget — Add a floating support button to your website
Tickets — How agents manage incoming tickets
Auto-Assignment — Route portal tickets to agents automatically
Email Processors — Accept tickets via email too