> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/customer-portal/portal-experience.md).

# Portal Experience

How the portal experience works for your customers

## Login

Users will login to the portal by visiting the domain listed at the top of the portal settings page. By default, login is via. a one-time code sent to their email. This allows users to not have to create an account with Pylon to have access to your portal and validates they have access to their email when attempting to login.

Using [Custom Authentication](/pylon-docs/customer-portal/custom-authentication.md), you can create a unified login between your dashboard and the customer portal.

If users are part of multiple accounts, they will be able to select their workspace after logging in. Related accounts (parent and sub-accounts, or partners and clients) are combined into one view; see [Related accounts](/pylon-docs/customer-portal/access-control.md#related-accounts).

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FBkfme2F9oP5MUisPHqGI%2Fimage%20(3).png?alt=media&amp;token=5af958fd-050c-4d0f-81a5-94506c117de2" alt="" width="330"><figcaption></figcaption></figure>

## Tabs

What a customer sees depends on their [portal role](/pylon-docs/customer-portal/access-control.md) and your [tab settings](/pylon-docs/customer-portal/styling-and-customization.md#tabs).

| Tab              | Shows                                             | Appears when                                                                                       |
| ---------------- | ------------------------------------------------- | -------------------------------------------------------------------------------------------------- |
| Issues           | The account's tickets                             | The tab is on and the role can view issues                                                         |
| Projects & Tasks | Projects and tasks marked **Visible to customer** | The tab is on, the role can view tasks, and there's something to show or the role can create tasks |
| Feature requests | Feature requests linked to the account            | The tab is on (it's off by default) and at least one feature request is visible                    |
| Members          | The account's portal users                        | The role can view contacts                                                                         |
| Notebooks        | Account notebooks marked **Visible to customer**  | At least one notebook is shared                                                                    |

## View Tickets

Customers can view and search for tickets from the main page of the portal. By default, they see tickets from the last 365 days. They can pick another range (**Last 24 Hours** up to **Last 365 Days**) or a custom date range.

Customers can filter tickets by requester, status, source, last message time, and any issue fields you've made visible in the portal. Any fields on the ticket you designated in the portal settings page will be visible as well.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2F9QtDFwjSiu9LCpDh9ADG%2FCleanShot%202024-10-19%20at%2021.17.35%402x.png?alt=media&amp;token=3849c74b-045e-42ae-a194-81e731a8462d" alt=""><figcaption></figcaption></figure>

## Create Tickets

You can create [Ticket Forms](/pylon-docs/support-workflows/ticket-forms.md) that users can submit from directly within the portal. These form submissions open new tickets and are immediately visible in the portal, along with the customers' remaining tickets.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FGhBlQ4maFi5nAcfsnOtb%2FCleanShot%202024-10-19%20at%2021.48.13%402x.png?alt=media&amp;token=28706594-2dc6-46a2-9245-f0d990e74549" alt="" width="375"><figcaption></figcaption></figure>

## Work on a Ticket

Users can click into a ticket to reply, see the latest updates from their teammates or your team, and, if their role allows editing issues:

* **Close or reopen** the ticket from the **Status** field.
* **Change the requester** to another contact on the account, unless you've restricted who can edit the Requester field.
* **Edit fields** you've marked **Customer Can Edit**.
* **Manage followers**: follow or unfollow the ticket, and add or remove followers. This needs the **Followers** permission. The requester always stays a follower.
* **Edit CCs** when replying to email tickets. This is off by default; turn on **Allow portal users to edit CCs** in the [General settings](/pylon-docs/customer-portal/styling-and-customization.md#general-settings).

## Projects & Tasks

Customers see the projects and tasks you mark **Visible to customer** (on the project, task, or project template). They can:

* Switch a project between **List**, **Kanban**, and **Gantt** views, and **Export to CSV**.
* Comment on projects and tasks, if their portal role has **Editor** access to **Tasks**. The default **Member** role can view tasks but can't comment on them.
* Create tasks and edit task fields you've marked **Customer Can Edit**, if their role has **Editor** access to Tasks.

See [Tasks & Projects](/pylon-docs/account-intelligence/tasks-and-projects.md).

## Feature Requests

Customers can browse and search the [feature requests](/pylon-docs/product-intelligence/feature-requests.md) linked to their account and see the customer-facing status you've mapped for each. Turn on the tab and choose which fields and descriptions to show under [Tabs](/pylon-docs/customer-portal/styling-and-customization.md#tabs).

## Notebooks

To share an account [notebook](/pylon-docs/account-intelligence/notebooks.md), turn on **Visible to customer** in the notebook's menu. Customers see the notebook's full contents. If some of it won't show in the portal, such as projects that aren't visible to customers or unsupported blocks, Pylon lists it and asks you to confirm.

Shared notebooks can include read-only custom-object tables. Customers see the columns and records defined by the saved table configuration, scoped to the notebook's account. They can load more rows but can't edit records from the table. Custom objects are available on select plans — contact your account team for availability.

## Manage Members

The **Members** tab shows who on the customer's team has portal access. Contacts whose role has **Editor** access to Contacts (such as [Admins](/pylon-docs/customer-portal/access-control.md#admin)) can also:

* Change roles, one contact at a time or in bulk with **Edit role**.
* **Add Member** with a name, email, and portal role, optionally sending them an email to view the portal.

## Language and Theme

Logged-in customers can change the portal language, and anyone can switch between light and dark mode from the header.


---

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