Staff view in Client Portal
Client Portal (staff) is a read-only mode for employees of your organization (operators, supervisors, administrators) who open the same ticket URL as the end user of the portal.
Why it exists
End users often share links like https://…/tickets/12345 in email or inside the ticket. Staff need to open that link and see:
- the conversation as the portal user sees it;
- internal notes inline in one timeline (like Operator Line);
- support context: a link to an external tracker (for example, Jira), a link to Operator Line, client metrics and custom fields.
This is not an automatic redirect to a tracker and not access by email domain — only an explicit role permission.
Who sees what
| User | On /tickets/:id |
|---|---|
| Reporter (Client Portal role) | Public thread only, no internal notes |
| Staff (Client Portal (staff) + Operator Panel) | Read-only: public thread + internal notes + context panel |
| Root | Staff mode by default, regardless of role permissions |
| Regular operator in Constructor | Full Operator Line (not the portal) |
Staff cannot edit the ticket, post comments, or add internal notes from the portal.
Ticket list in staff mode
By default you see a direct-link form (ticket URL or ID). When needed, click Show ticket list:
- the list shows tickets within your account’s operator permissions;
- you can narrow it with Organization and Client filters (staff-only);
- create, comments, and edits stay unavailable;
- return to the link form with Direct-link view.
List links are shareable: the URL keeps the mode (view=list or view=board), organization/client filters (staff_org, staff_client), and main table filters (status, q, and similar).
How to enable
Instance preparation:
- Configure the role and permissions
- Set trusted tracker and Operator Line base URLs (instance keys or via your technical team)
Permissions are already available in Roles and Instance settings. The full staff UI in the Support Portal app appears after the Client Portal update.