Support Badger

Customer Portal

Let customers view and manage their support requests

The Customer Portal gives your customers a self-service hub where they can view their conversation history, submit new requests, and browse your knowledge base.

Overview

The portal includes:

  • Ticket History - View past and current conversations
  • Submit Request - Create new support tickets
  • Knowledge Base - Search help articles
  • Profile - Update contact information

Setting Up the Portal

Enable the Portal

  1. Go to Settings → Customer Portal
  2. Toggle Enable Portal
  3. Configure your portal URL (e.g., support.yourcompany.com)
  4. Save settings

Custom Domain

  1. Add a CNAME record pointing to portal.supportbadger.com
  2. Enter your custom domain in settings
  3. SSL certificate is provisioned automatically

Portal Features

Ticket List

Customers see all their support conversations:

  • Open, pending, and resolved tickets
  • Status indicators
  • Last update time
  • Click to view full conversation

Ticket Details

Full conversation view with:

  • All messages in the thread
  • Ability to reply
  • Attachments
  • Status and assignee info

Submit Request

New ticket form includes:

  • Subject line
  • Description (rich text)
  • Category/type selection
  • Priority (optional)
  • File attachments

Customization

Branding

Setting Description
Logo Your company logo
Primary Color Main accent color
Favicon Browser tab icon
Footer Text Custom footer message

Navigation

Control what appears in the portal:

  • Show/hide Knowledge Base
  • Show/hide ticket submission
  • Custom navigation links

Authentication

Email Magic Link

Default authentication method:

  1. Customer enters email
  2. Magic link sent to email
  3. Click link to log in (no password)
  4. Session lasts 30 days

Single Sign-On (SSO)

Enterprise plans can enable SSO:

  • SAML 2.0 support
  • OAuth 2.0 support
  • Automatic account linking

Embedding (JWT)

Embed the portal in your app with JWT authentication: 

// Server-side: generate JWT
const jwt = require('jsonwebtoken');
const token = jwt.sign(
  { email: 'user@example.com', name: 'Jane' },
  YOUR_PORTAL_SECRET,
  { expiresIn: '1h' }
);

// Client-side: use token
window.location = 'https://support.yourcompany.com?jwt=' + token;

Knowledge Base

The portal automatically includes your public KB:

  • Searchable articles
  • Category browsing
  • Article voting (helpful/not helpful)
  • Links to submit request if not found

Configure your Knowledge Base →

Notifications

Customers receive email notifications for:

  • New replies to their tickets
  • Ticket status changes
  • Resolution confirmation

Customize notification templates in Settings → Email Templates.

Analytics

Track portal usage in Analytics:

  • Portal visits
  • Tickets created via portal
  • KB article views
  • Self-service rate