The customer portal gives your customers a self-service home for support: they can open new tickets, see the status of existing ones, and reply — all from a page on your own site, matching your theme.
Setting Up the Portal
Add the shortcode to any WordPress page:
DoubleScale Support
Please login or create an account to access the Customer Support Portal
Forgot your password? Reset password
That’s it — the portal renders inline on that page. You can place it on a dedicated “Support” page, inside an account area, or anywhere else pages render shortcodes.
Scoping to a Mailbox
By default the portal uses your default mailbox. To point a portal page at a specific channel, pass the mailbox in the shortcode — multiple scoped portals can coexist on different pages (e.g. a billing portal and a technical portal).
What Customers See
- New ticket form — subject, message, and attachments.
- Ticket list — their own tickets with status badges (Open, Pending, Resolved, Closed).
- Conversation view — the full reply thread for each ticket. Internal notes from your team are never shown.
- Replies — responding in the portal is equivalent to replying by email; both land in the same ticket thread.
Login and Guests
Logged-in customers see their full ticket history. Logged-out visitors hit a clean login gate on the portal page. Guest access links (sent in ticket notification emails) let a customer view and reply to a specific ticket without creating an account — the link carries a secure per-ticket token.
Attachments
Customers and agents can attach files to tickets. Attachments are served through a access-checked handler — files are never exposed as guessable public URLs, and only the ticket’s participants and your support staff can download them.
Tips
- Link to the portal page from your site navigation and from notification email footers so customers always know where to check status.
- Pair the portal with an Email mailbox so customers can choose either channel — both end up in the same inbox for your team.