Customer portal & support form
Customers check their tickets without calling you.
A support form on your website, and a portal where customers sign in with a link from their email. They see every ticket, read your replies, answer and rate the help. No password to forget.
- Tickets from
- Live chat
- Web form
Support today
“Any update on my ticket?” is a ticket too.
“Customers email to ask what’s happening.”
They can’t see the ticket, so they write again, and each chase lands in the queue as new work.
“The form on our site goes to a shared inbox.”
Someone copies it into the helpdesk by hand, and the attachments get lost on the way.
“Nobody wants another password.”
A portal behind a sign-up page is one most customers never open.
The support form
A form on your website that opens a ticket, with spam kept out.
Customers write in, pick a topic and attach files. The ticket opens in the right category, auto-assignment picks it up, and the customer gets a confirmation email with the reference and a link to their tickets.
- Up to 5 files, 10 MB each
- A honeypot and rate limits, with Cloudflare Turnstile if you turn it on
- Matched to their contact or lead, or a new contact
Teras Home’s Contact us form: name, email, subject, topic, the message and attachments. “My tickets” is in the header.
On any website
Put the form on your own site with one snippet.
Embed the form in any page. It follows the page’s height as the customer types, so it reads like part of your site, not a box inside it.
- One snippet, any website
- Resizes to fit the page
- The same form on phones
The same Contact us form on a phone.
Sign in by link
No password: a sign-in link by email.
Customers type their email address and get a link. It works once, for 30 minutes, and keeps them signed in for 7 days. Only an address that has tickets gets a mail.
- One use, valid for 30 minutes
- Signed in for 7 days
- Nothing to register or remember
Teras Home’s help centre. Contact us and My tickets sit in its header.
My tickets
Every ticket, every reply, from email, WhatsApp, chat or the form.
The portal shows the tickets of the customer’s contact, their lead and their email address, however they came in. They read your replies and answer in the same thread.
- Tickets from every channel in one list
- The conversation as the customer sees it
- A reply reopens a resolved ticket
The portal on a phone: Aisyah reads TKT-1201’s thread with Hafiz Rahman’s replies, as the agent wrote them, and the survey below it.
Replies and surveys
A reply in the portal is a reply on the ticket.
A customer’s reply reopens a resolved ticket and moves one waiting on them back to in progress, so the SLA follows. A closed ticket asks them to start a new request. Once it’s resolved they can answer the survey right there.
- Waiting on the customer → in progress
- Resolved → reopened
- The ticket survey in the portal
Teras Home’s tickets, from WhatsApp, email and the web form, with status, priority and SLA.
Help first
Answers before a ticket, in the same place.
With the help centre on, customers search your articles from the portal’s header before they write in. Without it, Contact us and My tickets are still there.
- Search the help centre first
- Contact us and My tickets on every page
- On phones too
Teras Home’s help centre on a phone.
Connected to everything else in Axonave
The portal is the helpdesk, seen from the customer’s side.
Nothing is synced: the form, the portal and the agent’s ticket are the same record, on the same customer as their chats and deals.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
Helpdesk
The ticket, its SLA and the team behind it.
Help centre
Articles customers search before they write in.
Surveys
The ticket survey, answered in the portal.
CRM
The requester matched to their contact or lead.
One customer, no chasing
From the form to the fix, with nobody chasing.
One ticket, start to end, as the customer sees it. Every step is what the form and the portal do; the times are an example.
- Mon 8:40 pmA customer fills in Contact us: a wardrobe door that won’t close, two photos attached.
- Mon 8:40 pmThe ticket opens under the topic they picked. They get an email with the reference and a link to their tickets.
- Tue 9:20 amAn agent replies and asks for the order number. The ticket waits on the customer.
- Tue 12:05 pmThe customer signs in with the link in their email and replies with the number. The ticket is back in progress.
- Wed 4:30 pmThe door is fixed and the ticket resolved. The customer rates the help in the portal.
An example in Teras Home, our demo workspace. The times and the request are illustrative.
Where customers want to see where things are
Retail and e-commerce
Delivery and warranty tickets customers can follow themselves.
IT and internal helpdesks
Staff raise requests by form and check them without a call.
Logistics
Damaged parcels reported with photos, followed to the fix.
Questions about the customer portal
How do customers sign in?
With their email address. They get a sign-in link that works once, for 30 minutes, and stays signed in for 7 days. Only an address that has tickets gets a mail. There’s no password.
Which tickets do they see?
The tickets of their contact, their lead and their email address, whichever channel they came in on: email, WhatsApp, chat or the form.
What happens when they reply?
It’s added to the ticket like an email reply: a resolved ticket reopens, and one waiting on them goes back to in progress. A closed ticket asks them to start a new request.
Can we put the support form on our website?
Yes. One snippet embeds it in any page, and it resizes to fit as the customer types.
How is spam kept out?
A hidden honeypot field and rate limits on every form, and Cloudflare Turnstile if you turn it on.
Can customers rate the help?
Yes. After a ticket is resolved the survey goes by email link and is in the portal next to the ticket.
Which plan includes the portal?
Every plan. The support form and portal come with the Helpdesk, which Basic includes. The help centre search needs Pro, or an AI pack on Basic.
Is there a free trial?
Yes. Try Pro free for 14 days, the portal included. No card needed.
See the portal from your customer’s side.
We reply within one business day by email or WhatsApp.