Your customers reach the support portal through a secure link tied to their email address - there's no account to create and no password to remember. From the portal landing page they can submit a new ticket (title, description, type, priority, and any categories or tags you've set up), and after submitting they're taken straight to that ticket using their personal link.
If a customer loses their link, the portal's lookup page lets them enter their email address, and EmpireVault emails a fresh link to every open ticket tied to that address. A ticket link stays valid for 30 days; requesting a lookup again always issues a working one.
From their ticket page, customers see its status, priority, type, and category, read every reply your team has marked visible to them (internal notes stay internal), and add their own reply - with attachments, if needed. They can also mark the ticket resolved themselves if their issue is settled; if they reply again afterward, the ticket reopens.
Once a ticket is resolved or closed, and if your organization has satisfaction surveys turned on, the customer sees a Rate your experience option on the ticket page. They pick a rating from 1 to 5 and can leave an optional comment - one rating per ticket.
Navigate to Tickets > Reports to see your CSAT average, the rating distribution, and results broken down by team member, alongside your other ticket metrics.
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