Client portal & support tickets

Your clients want to know their website is being looked after, but they do not want a monitoring dashboard full of jargon. The client portal is a calm, branded space where a client can sign in, see that their sites are healthy, and raise a request when they need something, without ever seeing the machinery behind it.

The client role and portal contacts

Portal sign-ins are separate from the Client role described in user roles, which gives someone a read-only login to the main dashboard. A portal contact is tied to one client on your books, so they see that client's sites and nothing more. You invite a contact from the client's page, they set a password, and they log in through the portal rather than the main dashboard. A portal contact can view their sites and raise tickets, but cannot change monitoring or settings.

What a client sees when they sign in

Once signed in, a client lands on their own space, which shows:

• Their websites. A list of the sites you manage for them, each opening a simple health view.
• Site health, in plain terms. On a site's page they see clear signals rather than raw metrics: whether it is up, a rolling uptime timeline where uptime monitoring is on, and a recent mobile PageSpeed score where available.
• Their services. Any recurring services or subscriptions you run for that site, with their next due date, so billing and renewals are transparent.
• Their tickets. Every request they have raised, with its status and the conversation so far.

They never see other clients, internal notes, credentials, costs to you, or anything outside their own sites.

How support tickets work

The portal is a two-way channel, not just a status screen. From it a client can:

• Raise a request. They give it a subject and a message, optionally pick which of their sites it relates to, choose a category and a priority, and submit. It arrives in your workspace as a portal ticket.
• Follow and reply. They see your replies on the ticket and can add their own, keeping the whole conversation in one thread.
• See internal notes stay internal. Any note your team marks as internal is hidden from the client's view of the ticket.
• Update their own status. A client can close their ticket or re-open it, and replying to a closed or resolved ticket re-opens it.

Each new ticket or reply sends a push notification to your team, and an email to the company email address in your settings if one is set. Portal tickets sit in their own Support tickets list, separate from your emailed and manually-added requests. That list is part of the Agency CRM add-on, so you need the add-on to read and answer tickets in the app.

Your branding on the portal

The portal wears your branding. A client reaches it at your organisation's own portal address and sees your name, logo and colours on the sign-in pages and inside the portal. The footer always carries a small "Powered by TLDTrack" line. On the Agency plan, the emails the portal sends (invites, sign-in links and password resets) carry your branding too. On other plans they use TLDTrack styling.

Branding lives under Settings > Client portal. The main settings are:

• Logo URL. The logo shown in the portal header and on the sign-in page.
• Email logo. A PNG or JPG logo used in branded emails to clients on the Agency plan, including client reports. Optional, and only needed in the case below.
• Accent colour and the portal theme colours, used for buttons, highlights and the page, header, card and text surfaces.

Why there is a separate email logo

Gmail, Outlook and Apple Mail cannot display SVG images. That is a limitation of those email clients, not something TLDTrack can work around. So a brand logo saved as an SVG looks right on your portal and your status pages, but in emails TLDTrack has to show your organisation name as text in its place.

The Email logo field is the fix. Point it at a PNG or JPG copy of the same logo and your emails use that, while every web surface keeps using your original logo. Nothing else changes.

1. 1
   Export or save your logo as a PNG (or a JPG) at roughly twice the height you want it to appear, so it stays sharp on high-resolution screens.
2. 2
   Upload it somewhere it can be loaded over https, such as your own website. An address that is not https is ignored.
3. 3
   Paste that address into Email logo under Settings > Client portal and save.
4. 4
   Check it: open a client report and use Send this preview to... to email yourself a copy.

How clients get in

Clients have a few gentle ways to sign in, so nobody is locked out:

• Invite and set up. You invite a client contact from the client's page; they follow a link, set a name and password, and they are in.
• Password or one-time link. After that they can sign in with their password, or request a magic sign-in link by email if they have forgotten it.
• Reset. A standard "forgot password" flow emails them a reset link.
• Register by domain. A client can enter a domain you manage, and if you have already set up a contact for it, TLDTrack emails sign-in details to the address on file. For security it never provisions a brand-new login from a domain name alone.

Setting up your portal

1. 1
   Open your portal settings and set your branding, so the portal carries your name and colours.
2. 2
   Make sure each client has at least one contact with an email address, then invite that contact to the portal.
3. 3
   The contact receives an invite, sets a password, and can sign in to see their sites and raise tickets.
4. 4
   Hand out your portal sign-in address to clients, or add it to your email footer, so they always know where to go.
5. 5
   When a client raises a ticket, handle it from Support tickets in your agency workspace. This needs the Agency CRM add-on, which is included on the Agency plan.

Where to set this up

Good to know

• The portal is read-only for clients: they can view their sites and raise tickets, but never change monitoring, settings or anything else.
• Each client sees only their own sites and tickets, and never another client's data.
• Uptime timelines show on a site only where uptime monitoring is switched on; the PageSpeed score shows where a recent mobile run exists.
• Internal notes on a ticket are always hidden from the client's view.
• Portal contacts are separate from the Client role in user roles. A Client user signs in to the main dashboard; a portal contact signs in to the portal.
• The portal footer always shows "Powered by TLDTrack".