Customer Portal

Mosic’s customer portal gives external users scoped access to submit tickets, view shared projects, and read shared pages. Portal users do not need a full workspace seat.

Portal Overview

The portal is a separate interface your customers see. It lives at a URL you choose, such as /portal/my-company/. Each workspace can have one portal.

Portal users can:

• Submit and track support tickets
• View projects your team shares with them
• Read pages shared as knowledge base articles
• Manage their own profile and password

A dashboard shows a summary of open tickets, active projects, and shared pages. A recent activity feed highlights the latest changes across all modules.

Setting Up the Portal

Before you begin: You need Admin access to the workspace.

Enabling the Portal

1. Open workspace Settings
2. Go to the Portal section
3. Select General
4. Turn on the Portal Enabled toggle
5. Click Save Settings

The portal is now active. Customers can access it once you share the URL or invite them.

Choosing a Portal Slug

The portal slug determines the URL your customers use.

1. In Settings > Portal > General, find the Portal URL Slug field
2. Enter a short identifier, such as my-company
3. The portal URL appears below the field as /portal/my-company/
4. Click the Copy URL button to copy the link
5. Click Save Settings

Share this URL with your customers so they can reach the portal.

Registration Modes

You control how customers gain access to the portal. In Settings > Portal > General, under Access Modes, toggle these options:

You can enable more than one mode at the same time. Click Save Settings after changing any toggle.

Configuring Portal Permissions

Before you begin: You need Admin access to the workspace.

Default permissions apply to every portal user who does not have an individual override.

Access Levels

Each module supports these access levels:

Per-Module Defaults

1. Open Settings > Portal > Default Permissions
2. Set the access level for each module:

3. Click Save Changes

Ticket Visibility

The Default Ticket Visibility setting controls which tickets a portal user can see.

Set this under Settings > Portal > Default Permissions and click Save Changes.

Per-User Overrides

You can override the default permissions for individual users from the Portal Users tab.

1. Open Settings > Portal > Portal Users
2. Find the user in the table
3. Click the permission dropdown in the Tickets, Projects, or Pages column
4. Select the desired access level for that user
5. The change saves immediately

When a user has an individual override, that level replaces the default for that module.

Managing Portal Users

Before you begin: You need Admin access to the workspace.

Inviting Portal Users

When Allow Invitations is enabled, admins can send email invitations.

1. Open Settings > Portal > Portal Users
2. The user list shows all portal users and their current access levels
3. New users appear here once they accept an invitation or complete signup

Managing User Access

The Portal Users table shows each user’s name, email, linked customer, per-module permissions, and status.

• Filter by customer — Use the Filter by customer search box to narrow the list
• Search — Use the Search by name or email box to find specific users
• Status filter — Choose Active or Disabled from the dropdown to filter by status
• Disable a user — Use bulk actions or contact your workspace administrator

If the list is long, use the Previous and Next buttons at the bottom to navigate pages.

Bulk Permission Changes

You can update permissions for many users at once.

1. Open Settings > Portal > Portal Users
2. Select users by checking the box next to each name
3. When users are selected, a bulk action toolbar appears at the top
4. Click Set Permissions in the toolbar
5. In the dialog, choose the new access level for each module:

6. Check Only update empty fields (preserve existing overrides) if you want to skip users who already have custom settings
7. Click Apply

You can also use the toolbar to Enable or Disable selected users in bulk.

To select all users across all pages, click Select all X users in the blue banner that appears after selecting all users on the current page.

Portal User Experience

Logging In

Portal users sign in at the portal login page using their email and password. This is the default login method. An alternative magic link option is available on the login page — clicking it sends a one-time link to their email. Once a portal user sets a password from their profile, they can always sign in with email and password without requesting a link.

Portal Dashboard

After signing in, the dashboard greets the user by name. It shows:

• Support Tickets card — count of open tickets and total
• Projects card — count of active projects and total
• Pages card — count of pages shared with the user
• Create a ticket button — visible when the user has ticket creation permission
• Recent Activity feed — latest updates across tickets, tasks, and pages

If no modules are enabled, the dashboard shows a welcome message explaining that content will appear once shared.

Tickets

Portal users with ticket access can manage support requests.

Create a ticket:

1. Click Create a ticket on the dashboard or navigate to the Tickets page
2. Fill in the Subject field (required)
3. Choose a Priority: Normal, Low, High, Urgent, or Critical
4. Optionally select a Type if ticket types are configured
5. Write a Description using the rich text editor (required)
6. Attach files by clicking the Attach button below the description
7. Click Submit ticket

View and reply to a ticket:

1. Click on any ticket from the Tickets list
2. The ticket detail page shows the subject, status, priority, and description
3. Use the timeline at the bottom to read and post replies
4. Attach files to your replies

Close or reopen a ticket:

1. Open a ticket that is not yet closed
2. Click Close ticket
3. Confirm by clicking Yes, close
4. To reopen a closed ticket, click Reopen ticket

Ticket statuses include Open, Pending, Awaiting Reply, On Hold, Resolved, and Closed.

Projects

Portal users with project access can view projects shared with their customer.

1. Click Projects in the sidebar to see all shared projects
2. Click a project to open its detail page
3. The detail page shows:
   • Project title, status, and identifier
   • Progress bar showing completed tasks out of total
   • Overdue task count
   • Task list count
   • About this project description (if provided)
4. Expand a task list by clicking it to see individual tasks
5. Use the Search task lists and tasks box to find specific items
6. Click Expand all or Collapse all to manage the task list view

If the user has View & Create or Full Access for projects, an Add task button appears inside each task list. Enter a task title and click Add Task to create it.

Pages

Portal users with pages access can read knowledge base articles and documents shared with them.

1. Click Pages in the sidebar to browse shared pages
2. Click any page to read its full content

Pages are read-only for portal users regardless of the access level set. The portal pages viewer does not support commenting. Commenting is available for tickets and projects only.

Each page detail shows the page type badge, creation date, and — when available — estimated reading time and word count.

Profile Management

Portal users can update their own profile.

1. Click your name or avatar in the sidebar
2. Select Profile

Account Details:

• Update your Display name and click Save
• Your Email is shown but cannot be changed
• Click your avatar photo to upload a new profile picture

Password:

• Enter a New password (minimum 8 characters)
• Confirm it in Confirm new password
• Click Set password

Once a password is set, you can sign in directly with email and password.

Mobile Access

The portal sidebar is visible on large screens only. On smaller screens (phones and small tablets) the sidebar is hidden. Navigate between sections using the main page links. There is no dedicated mobile navigation menu.

Multi-Portal Switching

If you have access to more than one customer portal, a portal switcher appears at the top of the sidebar. Use it to switch between portals without signing out.

The Accessible Portals section on your profile page also lists all portals you can reach.

Portal Routes

Replace [slug] with your workspace’s portal slug.

Permissions

Portal vs Internal Comparison

Portal access is always scoped to the customer or organization the user belongs to.

Best Practices

• Start with Allow Invitations only. Open registration later if needed.
• Set ticket visibility to Same customer so users on the same account can see each other’s tickets.
• Use View Only as the default for projects and pages until you are ready to share specific items.
• Review the Portal Users list regularly. Disable accounts that are no longer needed.
• Use per-user overrides sparingly. Defaults keep management simple.
• Set ticket types before inviting customers. This helps categorize incoming requests.
• Use the Channel Mappings section in General settings to route portal messages to the right communication channels.

Troubleshooting

A customer cannot sign up

• Check that the correct registration mode is enabled in Settings > Portal > General
• If Customer Signup is on, verify the customer has a matching customer record with the same email
• If Open Registration is on, make sure the customer is using the correct portal URL

A portal user cannot see tickets

• Verify the user has at least View Only access for tickets
• Check the Default Ticket Visibility setting — the user may only be seeing their own tickets
• Confirm the user is linked to the correct customer record

A portal user cannot see projects or pages

• Projects and pages must be explicitly shared with the user’s customer or organization
• Verify the user has an access level above Off for that module
• Check that the project or page is linked to the same customer record

A user’s changes are not saving

• Check the user’s status in Settings > Portal > Portal Users — the account may be Disabled
• Verify the user’s permissions allow the action they are trying to perform
• Try refreshing the page

The portal URL returns an error

• Confirm the portal is enabled in Settings > Portal > General
• Verify the Portal URL Slug matches the URL being used
• Check that the user has been invited or has registered

Related Documentation

• Helpdesk & Tickets — Managing tickets from the internal workspace
• Permissions & Roles — Understanding the full permission model