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Help Center›Admin Setup (For Admins)›Help center & customer portal›How to create and manage the customer portal
Table of contents
  • Overview
  • Key Features
  • How to create your customer portal
  • What customers see in the customer portal
  • How to edit or delete a ticket form
  • How to turn off the customer portal
  • FAQs & Troubleshooting
  • Why can't a customer see a ticket form?
  • Can customers see tickets raised by their teammates?
  • Can people without an account create tickets?
  • Where do tickets created in the customer portal go?
  • Where is the customer portal URL?
  • My changes are not showing in the portal. Why?

    • How to create and manage the customer portal

    Last updated October 13, 2026

    Who can use this feature?
    Admins only.
    Availability depends on your Atlas plan.

    Overview

    The customer portal is a page within your help center where customers can see, create and track their own tickets, and optionally their company's tickets, instead of emailing you for updates. Ticket forms give customers a structured way to ask for help, so your team gets the details it needs up front.

    These settings are global: an Admin configures them once for the workspace, and they apply to every customer who opens the portal.

    Related articles:
    •  How to customize your help center layout: Set up the help center the portal lives in.
    •  How to configure customer segments: Limit who sees each ticket form.
    •  How to manage tickets in the inbox: Work the tickets customers create in the portal.

    Key Features

    • Self-service tickets: Customers view, create and track their own tickets.
    • Company tickets: Customers can see the tickets their teammates raised.
    • Priority control: Optionally let customers view and update their ticket priority.
    • Visitor tickets: Optionally let people without an account create tickets.
    • Ticket forms: Create forms with a title, subtitle, channel, visibility by segment and extra questions.

    How to create your customer portal

    1. Go to  "App Configuration > Help Center"  and scroll down to the "Customer portal" section.
    2. Turn on "Enable customer portal".
    3. Copy the customer portal URL (optional). Share it with customers or link to it from your app. The portal is a page within your help center subdomain.
    4. Configure the portal options:
    • Show account level tickets: Customers see every ticket from their company, not just the ones they opened.
    • Allow customers to view/update priority: Customers can see and change the priority of their tickets.
    • Allow visitors to create tickets: Anyone who lands on the portal can create a ticket, even without an account.
    1. Enter a "Title". It is the first thing customers see when they open the portal.
    2. Enter a "Description" that tells customers what they can do on this page.
    3. Enter your application's "Login URL" (optional), so customers sign in through the page they already know.
    4. Add a ticket form:
    1. Click "Add form".
    2. Enter a "Form title", for example "Billing question" or "Report a bug".
    3. Enter a "Form subtitle" that explains when this form is the right choice.
    4. Open the "Channel" dropdown and select the channel for tickets submitted through this form, for example "Chat". The channel decides how these tickets show up for your team in Atlas.
    5. Open "Viewable by" and choose the customer segments that can see this form. "Everyone" is selected by default.
    6. Click "Add another question" (optional) to collect extra details, such as order numbers or account names, before anyone replies. Configure the question in the "New question" dialog.
    7. Click "Create form".
    1. Click "Save".

    Atlas displays the "Updated settings." message, and the portal and its forms are live for customers.

    Important:
    Forms are visible to "Everyone" by default. To limit a form, select customer segments in "Viewable by". Segments group customers by conditions you set with filters. See How to configure customer segments.

    What customers see in the customer portal

    1. The customer opens the customer portal URL. The "Customer portal" page shows their tickets.
    2. If "Show account level tickets" is on, the customer can open "Company tickets" to see the tickets their teammates have raised.
    3. To create a request, the customer clicks "New ticket", describes the issue in the message box and clicks "Create ticket".
    4. The new ticket appears in your Atlas inbox.

    How to edit or delete a ticket form

    1. Go to  "App Configuration > Help Center"  and scroll down to the "Customer portal" section.
    2. Locate the form, click the actions menu (ellipsis icon) at the end of its row and select the edit or delete option.
    3. Click "Save".

    How to turn off the customer portal

    1. Go to  "App Configuration > Help Center" .
    2. Turn off "Enable customer portal".
    3. Click "Save".

    FAQs & Troubleshooting

    Why can't a customer see a ticket form?

    Each form has its own "Viewable by" setting. Verify that the customer belongs to one of the segments selected for that form.

    Can customers see tickets raised by their teammates?

    Yes, if "Show account level tickets" is on. Customers then see a "Company tickets" view in the portal.

    Can people without an account create tickets?

    Yes, if "Allow visitors to create tickets" is on in the "Customer portal" section.

    Where do tickets created in the customer portal go?

    They appear in your Atlas inbox, like any other ticket.

    Where is the customer portal URL?

    The portal is a page within your help center subdomain. Copy its URL from the "Customer portal" section in  "App Configuration > Help Center" .

    My changes are not showing in the portal. Why?

    Make sure you clicked "Save" at the bottom of the page and saw the "Updated settings." message. Then reload the portal.

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