At ClearFeed, we’re committed to making customer support seamless, efficient, and user-friendly. Last year, we introduced the ClearFeed Customer Portal, a centralized hub for support ticket management that empowers customers to create, track, and manage their tickets with ease. (If you missed it, you can read about the initial launch here.)

As we kick off the new year, we’re thrilled to announce some major updates to the Customer Portal that take its functionality to the next level. These updates are designed to address common pain points in customer support workflows and provide greater flexibility for both customers and support teams.

Let’s dive into the new features and how they solve key challenges:

‍

Problem 1: Inefficient Ticket Creation

When customers create support tickets, they often struggle to provide the right information upfront. This leads to back-and-forth communication, delays in resolution, and frustration for both customers and support agents.

Solution: Customizable Forms for Ticket Creation‍

We’re excited to introduce Customizable Forms for ticket creation in the Customer Portal. Now, you can design forms tailored to your specific support needs, ensuring customers provide all the necessary details when submitting a ticket.

Whether it’s capturing product information, issue descriptions, or priority levels, these forms streamline the ticket creation process and reduce the need for follow-up questions.

To get started, head over to the Forms section in ClearFeed and set up your forms today. Learn more about how to create and manage forms in our documentation.

‍

Problem 2: Lack of Real-Time Updates

Customers often miss updates on their tickets because they’re not actively monitoring the portal. This can lead to delayed responses and a poor support experience.

Solution: Email Notifications for Customers‍

With this update, customers will now receive email notifications whenever an agent replies to their portal-created tickets. This ensures they stay informed about the progress of their requests in real-time.

What’s more, customers can reply directly to these email threads, and their responses will be seamlessly captured in both the Customer Portal and Slack. This integration bridges the gap between email and portal-based communication, making it easier for customers to engage with your support team.

‍

Problem 3: Limited Control Over Portal Access

Not all customers need access to the portal, and providing unrestricted access can lead to confusion or misuse.

Solution: Granular Access Controls‍

We’ve introduced Access Controls for the Customer Portal, allowing you to manage who can use it. You can now set portal access to either all users or specific users within your customer base.

To configure these preferences, go to your Customers section, click on Manage, and adjust the settings as needed. This feature gives you greater control over portal usage and ensures it’s tailored to your organization’s needs.

‍

Why These Updates Matter

These enhancements are solutions to real-world challenges faced by support teams and their customers. By introducing customizable forms, email notifications, and access controls, we’re making the Customer Portal more intuitive, efficient, and adaptable to your workflows.

‍

What’s Next?

We’re just getting started! These updates are part of our ongoing effort to improve the ClearFeed experience for both support teams and their customers. We’re already working on more exciting features, and we can’t wait to share them with you.

If you haven’t explored the Customer Portal yet, now is the perfect time to get started. Check out our documentation to learn more and set it up for your team.

Here’s to a year of smoother, smarter, and more effective customer support with ClearFeed!