Customer portal
Customers see their own tickets at acme.nura24.com/tickets. Sign-in is by emailed magic link.
If you enable the Tickets Portal module on top of Tickets, your customers get a self-service ticket interface at acme.nura24.com/tickets. They can:
- Sign in by email (magic link — no password).
- See their own tickets, in any status.
- Reply to a ticket.
- Open a new ticket without a Nura24 account.
How sign-in works
- Customer goes to
acme.nura24.com/tickets/login, enters their email. - We generate a single-use, time-boxed (1 hour) token, hash it, and email a link to the visitor.
- They click the link. We verify the token, clear it (so it can't be reused), and create a session.
- They land on
/tickets, listing their tickets.
The customer never sees a password screen — there is no password. Each sign-in is a fresh magic-link round-trip. The token is single-use; clicking the link twice doesn't work.
What the customer sees
The portal mirrors the agent inbox but is much simpler:
- A list of their tickets (their tickets only — RLS happens at the requester level).
- Per ticket: reference, subject, current status, last reply timestamp.
- A reply form on each ticket.
- "Open a new ticket" link.
They see public replies (yours and theirs). They never see internal notes.
On Resolved or Closed tickets they also see a 1-5 star "How did we do?" prompt — see Customer feedback (CSAT). Submitting writes the rating + optional comment onto the ticket; it surfaces in the agent inbox and CSV exports.
Opening a ticket without signing in
The portal allows anonymous ticket creation — the new-ticket form asks for name + email + subject + description. On submit, we create a ticket and a requester for that email. The visitor then gets a session linking them to the new ticket.
We don't send a magic link in this flow — the visitor proves their email by responding to a confirmation prompt or simply by virtue of having used the email. Stronger verification can be added if you need it.
Enabling the portal
Settings → Modules → Tickets Portal. Off by default. If you only want internal ticket handling (chat-to-ticket conversions, email-in), leave it off — there's no harm.
When on, the URL /tickets is served on the workspace's public-portal subdomain. When off, that URL returns 404.
Customer-portal session vs agent session
The customer's session at acme.nura24.com is separate from your agent session at <tenant>.nura24.com/admin. The two cookies don't intersect. Even if you sign into both as the same email, you'll be a Requester in one place and a User in the other — different data models, different permissions.
Branding
The portal inherits your workspace's logo and primary color. It feels like your support center, not a generic Nura24 page.