What Your Clients See of Their Requests

Requests in Your Client's Workspace

Your clients see the tickets they opened with you, and answer them, on the Requests page of their own workspace, in its Managed Services menu. Each request is one of your Helpdesk tickets, read from your Helpdesk every time, so what they see is always what your ticket says now. Nothing is copied into their workspace.

• The list: each request with its number, subject, status, and when it was last active, the newest activity first. All, Open, Waiting on You, and Closed show each kind with its count, and the search finds a request by its number or subject.
• A request's page: its number, subject, status, when it was opened, and when it was last active, then the conversation with your team, oldest first. Each message shows who wrote it and when: your team by the name each person goes by (Your Profile), with your company's name (or the brand you give that client), and never your team's email addresses. Emails the client sent with their own design show as they look, in a sealed frame that runs nothing and loads pictures from the internet only when they select Show Images, the same way your team sees them (Emails as They Really Look). Show as Text shows the words alone.
• Files: each message's files, with Download. The button shows "Preparing…" with a spinner until the file is ready, then it saves. A file always downloads; it never opens in the page. Pictures placed in an email show in the email itself, and the small pictures of an email signature are left out, as on your screen.

Your client's status words are Open, Waiting on You (your Waiting on Customer), and Closed. A status your company added shows by its own name and counts as Open.

What Your Clients Never See

Only the conversation with your team: the client's messages and your team's replies. Everything else stays with you, and is left out before anything leaves your workspace:

• Internal notes, the short lines Helpdesk adds to a ticket (such as why no receipt went out), and anything an AI assistant on your team wrote.
• Receipts, automatic follow-ups, closing notices, and daily follow-ups. The client already has these by email; the page shows the conversation itself.
• Automatic emails from the client's side, such as an out-of-office reply.
• Who the ticket is assigned to, its support address, linked projects and tasks, the Not Applicable reason, Spam and Admins only, its CRM links, and every other field.

Who Sees Which Requests

• The client's owners and admins (their role in their own workspace) see every request linked to their company in your CRM, and every request they are on.
• Everyone else at the client sees only the requests they are on: the ones they sent, the ones linked to them as the contact, and the ones they were copied on or written to anywhere in the conversation.
• Never, for anyone: a ticket from an admin-only address, a ticket in Spam, a ticket merged into another (the one it went into shows instead), or a ticket your own team started, such as call notes filed on the client's company.

A request, message, or file someone may not see answers exactly as one that does not exist: "That request does not exist." These checks are made in your workspace on every list, request, message, and file, never in the client's browser.

Replies from the Requests Page

Under the conversation, Reply takes the client's message and their files: Attach Files, or drop or paste files into the box. They can send up to 10 files at a time, 20 MB each and 25 MB together, the same as an upload link (Upload Links). The page says their reply goes to your team on that request, the same as replying to your email.

A reply joins the ticket exactly as an emailed reply does:

• The same ticket and conversation: it is the client's message, from their email address, and your next reply goes to them with everyone else on the conversation copied (Who Gets a Reply), under the earlier emails.
• Opened again: a ticket that was Waiting on Customer or Closed is Open again. A closed ticket opened again sends a receipt, unless automatic replies are off for them (No Automatic Replies). Automatic follow-ups stop, and daily follow-ups read it as an email.
• Your team is told, by email and in their notifications, as for any reply (Assigning Tickets), and webhooks and automations for a client writing on a ticket run as usual.
• Files are kept with the message, as for email.

Each record's history marks a reply from the Requests page Client portal. A reply that is empty, too long (over 20,000 characters), or with files past the limits is refused with the reason, and nothing is kept. Clients cannot add notes or change a request's status; Helpdesk has no way for a requester to close a ticket, so the page has no Close Request.

Downloads Are in Your Activity Log

Every file a client downloads from the Requests page is written in your Activity Log (Settings, Activity Log), with the client's name and email, the file, and the ticket number, and it counts as File downloads on Usage, like every other download.