The Customer Portal is a central hub where you get questions answered, submit requests, and track updates. It combines request forms, helpful articles, and ticket tracking in a clear, easy-to-navigate layout.
What is the Customer Portal?
Your organization’s Customer Portal is a website with its own unique URL that you can open directly in any browser. At the top of the page, you’ll see the portal’s branding, including its name and logo, along with the Home and Tickets tabs and a button for submitting a request.
The main area of the portal is organized into content groups, helping you quickly find what you need. When you select a group, you’ll see the related resources displayed with clear titles, short descriptions, and visuals. Forms open in a pop-up window where you can fill them out and submit right away, while articles open directly in the portal. External links open in a new browser tab so you can access additional information without leaving your current view. The Home page can also show announcements from your organization, such as maintenance windows.
Customer Portal Settings
Your organization’s admins manage how the portal looks, what content it shows, and who can access it. The settings are organized into four tabs: Content, AI Chat, Access, and Users. A visual editor controls the portal’s design and layout.
For details, see Customer portal settings on monday service.
My tickets
The Tickets page in the Customer Portal gives you a centralized view of your support requests. It includes tickets you submitted, along with tickets that were shared with you when you are included as a participant. Participants are people who are copied on ticket email updates or invited by the requester, so everyone stays included in the same ticket conversation.
To open it, select Tickets in the top bar. Search for a ticket in the Search tickets box, or narrow the list with the filters. Use the My tickets filter to choose My tickets, Shared with me, or All, and the Status filter to show Open tickets, Resolved tickets, or All. The table shows each ticket's subject, status, who opened it, who it's assigned to, the date it was opened, and its participants. To start a new request from this page, select New ticket.
From here, you can track ticket progress, view status updates, and communicate directly on each ticket. As your ticket’s status changes or an agent replies, you’ll receive an email notification.
You can also manage participants directly from the ticket. To do this, open the ticket, select Participants, and then enter email addresses to invite participants or remove them from the list:
If a reply from an AI agent or a human agent resolves your issue, select That solved it to close the ticket yourself. This action notifies the agent and moves the ticket to Resolved. To find it later, set the Status filter to Resolved.
If the issue reappears or you need to provide more information, you can reopen the ticket at any time from the Resolved list and continue the conversation with the support team.
Get help from AI
If your organization uses Service AI agents, you can get answers in the portal’s AI chat. Depending on how your portal is set up, you can start a chat from the AI chat box on the Home page, or select New ticket and choose Get assistance from AI.
A chat opens where you type your question. A ticket is created as soon as the conversation starts. If the AI agent can’t handle your request, the conversation goes to a human expert.
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.