The Customer Portal provides a dedicated, self-service space where end users can access documentation and submit support tickets.

To configure the Customer Portal, navigate to Settings → Customer Portal.

Supporting Internal Users vs. External Users

You can configure your portal to be for internal support (supporting team members) or external support (supporting external customers). This allows you to more clearly separate out things like documentation visibility and authentication depending on whether you're working with an internal or external team.

• Internal Customer Portal: Only internal projects are available for selection.

• External Customer Portal: Only external, customer-facing projects are available for selection.

By default, the knowledge base articles and other resources associated with the selected projects are accessible through the Customer Portal.

Customizing Appearance

From the Customer Portal settings page, you can customize the visual appearance of the portal, including:

• Brand logo

• Brand colors

• Custom domain

Homepage Hero Section

Configure the homepage hero section to highlight key information and resources, including:

• Title and description: appears as big text in the homepage.

• Custom links: appears in the top right of the nav bar.

• Featured knowledge base categories: appear as cards below the title on the homepage.

• Status banner: appears across the top of the screen to alert users to things like outages.

Hosting On Your Own Domain

You can host your Customer Portal on a custom, branded domain (like "support.mycompany.com") to deliver a fully white-labeled experience for your end users. Follow the guide in your dashboard to configure the right DNS records to enable this.

Ticket Types & Field Visibility

You can define which ticket types and custom fields are visible to end users in the Customer Portal.

This allows you to tailor the ticket submission experience based on audience or account type. For example, you can expose specific ticket types only to C-level stakeholders or customers on certain plans by using ticket type–level conditional visibility rules.

Internal Customer Portal

The Internal Customer Portal is designed for internal users to submit tickets and access documentation through a secure, centralized interface.

Authentication

Unthread supports multiple authentication methods for the Internal Customer Portal.

Email Magic Link

Users can authenticate using an email-based magic link. This is the default authentication method and requires no additional configuration.

By default, magic link emails are sent from [email protected].
To send authentication emails from a company-specific domain, verify your email domain under Settings → Security → Email Sending Verification.

Single Sign-On (SSO)

Users can authenticate using a Single Sign-On (SSO) provider. This option requires additional configuration in both Unthread and your identity provider.

Unthread requires the following SSO details to be configured by an admin:

• Client ID

• Issuer URL

• Client Secret

SSO URLs (Redirect vs. Login URL)

If you are using SSO with the Customer Portal (including on a custom domain), make sure your identity provider is configured with the correct URLs:

• Redirect/Callback URL: https://<your-portal-domain>/__/auth/handler
• Login URL: https://<your-portal-domain> (base portal URL)

Using a Login URL that includes /__/auth/handler can result in an extra/double SSO screen or an additional redirect during authentication.

Impersonation

Unthread admins can impersonate another user to log into the Customer Portal and experience the portal exactly as that user would. This is useful for troubleshooting access issues or validating portal configurations.

End User Portal Experience

Login

Users access the portal by visiting the domain displayed at the top of the Customer Portal settings page.

Based on your authentication configuration, users will either:

• Receive an email magic link, or

• Sign in using SSO

View Tickets

Users can view their submitted tickets from:

• The Tickets tab in the left-hand navigation bar

• The View All Tickets button within the Support Tickets section on the home page

Create Tickets

Users can create tickets by

• Clicking New Ticket from the Support Tickets section on the home page
• Selecting the team they want to submit a ticket to, choosing the appropriate ticket type, and completing the ticket form.

• In addition, end users can submit tickets through a conversational experience using the Unthread AI Assistant directly within the Customer Portal.

View Documentation

End users can browse all configured documentation and knowledge base articles available to them through the portal.

They can access documentation by:

• Navigating to the Documentation tab in the portal

• Using the global search shortcut (Command + K) to search knowledge base content

• Asking questions directly to the AI Assistant to surface relevant documentation and answers

External Customer Portal

The External Customer Portal enables your customers to securely access documentation and submit support tickets through a branded, customer-facing interface.

Authentication

Unthread supports multiple authentication methods for the Internal Customer Portal.

Email Magic Link

Users can authenticate using an email-based magic link. This is the default authentication method and requires no additional configuration.

By default, magic link emails are sent from [email protected].

To send authentication emails from a company-specific domain, verify your email domain under Settings → Security → Email Sending Verification.

Single Sign-On (SSO)

Users can authenticate using a Single Sign-On (SSO) provider. This option requires additional configuration in both Unthread and your identity provider.

Unthread requires the following SSO details to be configured by an admin:

• Client ID

• Issuer URL

• Client Secret

Note: make sure your identity provider is configured with the correct URLs:

• Redirect/Callback URL: https://<your-portal-domain>/__/auth/handler
• Login URL: https://<your-portal-domain> (base portal URL)

If you're using a custom domain, be sure to use that custom domain as the <your-portal-domain> property

Require Authentication

When enabled, users must authenticate before accessing the External Customer Portal.

This ensures that only authenticated users can:

• View your documentation

• Submit and manage support tickets

Restrict Login to Account Domains

For additional security controls, you can restrict portal access to users whose email domains match one of your configured customer accounts.

This setting requires Require Authentication to be enabled.

Impersonation

Unthread admins can impersonate external users to log into the Customer Portal and experience the portal exactly as the customer sees it. This is useful for validating access controls and troubleshooting customer-reported issues.

Customer Portal Experience

Login

Customers access the portal by visiting the domain displayed at the top of the Customer Portal settings page.

Based on your authentication configuration, users will either:

• Receive an email magic link, or

• Sign in using SSO

View Tickets

Customers can view their tickets from:

• The Tickets tab in the left-hand navigation bar

• The View All Tickets button in the Support Tickets section on the home page

Create Tickets

Customers can create new tickets by:

• Clicking New Ticket from the Support Tickets section on the home page
• Selecting the team they want to submit a ticket to, choosing the appropriate ticket type, and completing the ticket form.

Setting Account Admins

Unthread admins can designate Account Admins for customer accounts from the Accounts tab in Unthread.This role is typically assigned to the primary point of contact at the customer.

Account Admins have permission to view all tickets submitted by users within their account

For example, an Account Admin for the Netflix account would be able to view all tickets submitted by Netflix users to Unthread.

Limitations

The Customer Portal does not currently support embedding via iFrame. More on this soon 😉