2026-07-28

🎫 The Customer Support Portal grows up: requests, conversations, and submissions

When the portal's passwordless sign-in landed, customers could get in — and that was about it. This release delivers the experience inside: everything a customer needs to raise, follow, and finish a support request without ever writing an email.

📋 My Requests

Signing in now lands your customer on My Requests — every request they've raised with you, with a search box and status filter for finding the one they mean. Each row shows where the request stands in plain, customer-facing terms.

💬 Follow the conversation — and reply

Opening a request shows its conversation: your agents' public replies and the customer's own messages in one thread. A status chip (for example Awaiting your reply) makes it obvious at a glance whose move is next.

From there a customer can reply directly — the message lands on the ticket for your team just as an email reply would — and attach files, each one automatically scanned for malware before your team ever sees it.

✏️ Update details and mark it solved

If you expose fields to customers on a request's form, the customer can fill in or correct those details right from the portal — internal fields never appear. And when their problem is sorted, they can mark the request solved themselves.

📝 Submit a request from inside the portal

The new Submit request page lists the request forms you choose to publish to the portal, so a signed-in customer can raise a new request on the spot. Listing is per-form and off by default — you decide exactly which forms appear.

📚 Learn more: Customer Support Portal · Request Forms