Customer portal
The customer portal is where your end-users (your customers) interact with your support team. It is a separate, public surface from the agent app, branded to your organization, and designed for people outside your company.
Who the portal is for
The portal is for contacts — external end-users. Contacts do not use the internal agent app. They use the portal to submit requests, track their progress, and find answers themselves.
Signing in with a magic link
The portal uses magic-link (passwordless) authentication. To sign in:
- Enter your email address.
- ActionConnect emails you a one-time sign-in link.
- Click the link to access your requests.
There is no password to create or remember. For your security, the link is single-use and time-limited, and ActionConnect never stores the raw link — only a protected representation of it.
What you can do in the portal
- Submit a request — fill in the intake form. Forms can include branching logic, so you only answer the questions relevant to your issue. Submitting creates a ticket for the support team.
- Track your requests — see the status and history of tickets you have raised, including replies from agents and any portal-visible custom fields.
- Read knowledge-base articles — browse your organization's published help articles for self-service answers before raising a request.
Branding and your domain
The portal reflects your organization's branding — logo, colors, and copy — and can run on your own custom domain, so it stays a seamless extension of your company. See Branding.
How the portal connects to agents
When you submit a request, it becomes a ticket in the agent app, where the support team works it and replies. Replies appear back in your portal and can be emailed to you. See Tickets for the agent side.
Tips for end-users
- Check the knowledge base first — your answer may already be published.
- Provide detail in the intake form so agents can help faster.
- Use the same email address each time so all your requests stay together.