Integrating Customer Portals with Unthread for Ticket Management

Overview

This article provides guidance on integrating customer portals with Unthread for managing support tickets. It covers how to ensure that tickets are correctly attributed to customers and how to maintain privacy and security.

Setting Up a Customer Portal

• Single Portal Configuration: It is recommended to create a single customer portal configuration. This setup allows users to view only their tickets, ensuring privacy and security.
• Ticket Attribution: Tickets submitted through the customer portal are attributed to the customer profile based on the authenticated user's email. This ensures that analytics and data are correctly associated with the respective customer.

Ticket Management

• Channel Posting: Tickets from the customer portal are not posted to a customer-facing Slack channel. Instead, they are managed internally, allowing for private handling of customer issues.
• Agent Access: Agents create and manage tickets through the Unthread dashboard, not through the customer portal.

Security and Authentication

• User Authentication: The portal supports user authentication to ensure that tickets are separated by customer. This is crucial for maintaining privacy and ensuring that users only see their own tickets.

Conclusion

By following these guidelines, you can effectively integrate a customer portal with Unthread, ensuring that tickets are managed securely and attributed correctly to each customer. This setup also allows for efficient internal handling of support tickets while maintaining customer privacy.