The support portal allows you to work more efficiently with customers on support tickets by giving them direct access to relevant information. It is useful when you want to keep customers informed about ticket progress while reducing back-and-forth communication. You might use the support portal when managing ongoing support requests or allowing customers to submit tickets themselves. By following this guide, you will understand how the support portal works, how to activate it, and how to manage portal access.
Table of Contents
What Does The Support Portal Do?
How Do You Activate The Support Portal?
How Do You Invite Contacts To The Support Portal?
How Do You Remove Contacts From The Support Portal?
What Can Portal Users See And Do?
Do Portal Users See All Notes And Attachments?
What Does The Support Portal Do?
The support portal allows customers to view and manage their support tickets online. Portal users receive their own login details and can view ticket statuses, add notes, upload attachments, and create new support tickets. This helps keep communication clear and centralised within Tribe CRM.
How Do You Activate The Support Portal?
The support portal is available once the Ticketing module is enabled. Only administrators can activate this module.
Click the Organisation Icon in the top bar.
Select Account Settings.
Click Add/Remove Modules.
Enable the Ticketing module.
Click Get Started.
After activation, the support portal becomes available under Configuration > Portals.
How Do You Invite Contacts To The Support Portal?
Only administrators can invite contacts to the support portal.
Open the Relation Card of the contact.
Click Invite under Portals.
Complete the required details.
Enable Show Only Own Support Tickets if the contact should only see tickets linked to them.
Click Save.
The contact receives an email invitation with a link to set up login details. After completing the setup, they can log in via https://app.tribecrm.nl/.
How Do You Remove Contacts From The Support Portal?
Administrators can remove or adjust portal access at any time.
Open the Relation Card of the contact.
Click Manage under Portals.
Remove the contact from the portal or adjust the Show Only Own Support Tickets setting.
Changes take effect immediately.
What Can Portal Users See And Do?
The support portal consists of three main sections:
Overview: Displays support tickets linked to the organisation. If Show Only Own Support Tickets is enabled, users only see their own tickets.
Support Ticket: Shows ticket details such as number, description, status, notes, attachments, and related emails. Users can add notes and upload attachments.
Email View: Displays individual emails linked to a support ticket, including downloadable attachments.
Portal users can also submit new support tickets directly from the overview.
Do Portal Users See All Notes And Attachments?
By default, notes and attachments are not visible in the support portal.
To share specific information:
Create a Note or upload an Attachment.
Enable Visible In Support Portal using the eye icon or slider.
This ensures you remain in control of what customers can see.
Note: Ticket details such as subject, description, cause, and solution are visible by default.
Quick Summary
The support portal allows customers to view and manage support tickets directly within Tribe CRM. Administrators control access, visibility, and which tickets each contact can see. Using the support portal improves transparency while keeping communication structured and manageable.