Support portal — for customers
Support your customers via a portal — not a pile of emails.
Customer-facing support portal with SLA, knowledge base, and your company branding.
Alpina Trade — SupportMy tickets
#2089 — Delivery complaint 12.06.2026
Opened: 14.07.2026
15.07.2026 14:23
We checked with the supplier. We will respond within 4 hours.
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64 %
of customers expect a response in under 24 hours; without an SLA system, 38% miss that deadline (Zendesk 2023)
What the support portal includes
| Feature | Description |
|---|---|
| Customer-facing portal | Customer sees ticket status without calling or emailing. |
| SLA and escalations | Auto-escalation to manager after deadline; reports breaches. |
| Customer knowledge base | Published FAQ articles reduce the number of incoming tickets. |
| Email channel | Customer emails support → ticket is auto-created. |
| Portal branding | Portal shows your logo, colors, and domain. |
Frequently asked questions
Is the support portal separate from internal ticketing?
Yes. Internal ticketing (IT, HR) and the support portal (customers) are separate channels with their own settings, SLA, and branding. Agents see both in a combined view.
Do customers need to log in?
Not necessarily — they can submit via email. For status tracking, a customer account is recommended (no extra charge).
Is real-time chat supported?
Entexia support portal currently supports asynchronous communication (ticket → comment → email notification). For live chat, we recommend embedding Intercom or Crisp.