Portal Email Notifications

Portal users receive email notifications about their support tickets and any projects or task lists they subscribe to. These emails are separate from the in-app notifications that internal workspace users receive — portal users get updates by email only.

Ticket Email Notifications

Portal users automatically receive an email when a ticket they created reaches one of these milestones. No subscription is needed — these emails are sent to the ticket’s contact automatically.

Tickets are a customer-facing support channel, so these notifications cannot be turned off. Every portal user who creates a ticket receives a confirmation and status updates for that ticket.

What Ticket Emails Look Like

Each ticket email includes:

• The workspace name and logo (if a logo is configured) at the top
• A detail card showing the ticket ID, subject, and priority
• A View Ticket button that opens the ticket directly in the portal
• The name of the team member who resolved or closed the ticket (when applicable)

Statuses That Do Not Trigger Emails

Intermediate status changes — such as a ticket moving to Pending, Awaiting Reply, or On Hold — do not generate portal email notifications. You will only hear from the system at the three milestones listed above.

Task Status Email Notifications

Portal users can subscribe to projects and task lists to receive email updates when a task changes status. Unlike ticket emails, task notifications require an active subscription — you choose what to follow.

Which Status Changes Trigger Emails

Not every status change generates an email. Emails are sent only when a task moves into one of these statuses:

Status changes to Backlog, ToDo, In Progress, or On Hold do not trigger portal email notifications.

What Task Emails Look Like

Each task status email includes:

• The workspace name and logo (if configured) at the top
• The task ID and title
• A visual status indicator showing the old status and the new status with color-coded labels
• The parent project name
• A View Project button that opens the project in the portal
• A Manage subscriptions link at the bottom for quick access to your subscription settings

Managing Subscriptions

Subscriptions let you control which projects and task lists send you task status emails. There is no separate subscriptions page — you manage subscriptions directly from each project.

Subscribing to a Project

When you subscribe to a project, you receive task status emails for every task list within that project.

1. Open the project from the Projects page in the portal
2. In the project header, click the Subscribe button (bell icon)
3. The button changes to Subscribed with a filled bell icon

You will now receive an email whenever a task in any task list under this project moves to a notifying status.

Subscribing to a Task List

You can subscribe to an individual task list instead of the entire project.

1. Open the project from the Projects page
2. Find the task list you want to follow
3. Click the bell icon next to the task list name
4. The icon fills in to indicate you are subscribed

If you subscribe to both a project and one of its task lists, you still receive only one email per task update — duplicates are automatically prevented.

Unsubscribing

1. Open the project containing the subscription you want to remove
2. Click the Subscribed button (filled bell icon) in the project header or next to a task list
3. The icon returns to an outline state to confirm you are unsubscribed

You will stop receiving task status emails for that project or task list immediately.

Subscription Scope

You cannot subscribe to individual tasks. Subscriptions work at the project or task list level.

Email Branding

Portal notification emails use your workspace’s branding for a consistent experience:

• Workspace name appears in the email header
• Workspace logo (if configured in portal settings) displays next to the name
• Brand color (if configured) is used for the accent bar at the top and the primary button color

If no logo or brand color is configured, emails use a default blue accent and show the workspace name as text only.

Troubleshooting

I am not receiving ticket emails

• Check your spam or junk folder
• Verify the email address on your portal account is correct — contact your workspace administrator if you need it updated
• Confirm the ticket was not hidden from the portal by the support team

I am not receiving task status emails

• Verify you are subscribed to the project or task list — open the project and check that the bell icon is filled
• Check whether the task moved to a status that triggers notifications (In Review, Blocked, Completed, or Cancelled)
• The project or task list may have been hidden from the portal by the internal team

I am receiving too many emails

• Unsubscribe from projects or task lists you no longer need to follow by clicking the filled bell icon
• Consider subscribing to specific task lists instead of entire projects to reduce the volume

I cannot find the subscribe button

• The subscribe button appears on the project detail page only — open a project from the Projects page to see it
• You need at least View Only access to the Projects module for the button to appear

Related Documentation

• Customer Portal — Overview of the portal, including setup, permissions, and navigation
• Helpdesk & Tickets — How tickets work across the internal workspace and portal
• Notifications — In-app and email notifications for internal workspace users