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What is the user portal?

Learn how the Letterbook user portal gives customers a branded place to find answers and contact support.

Last updated June 25, 2026

What this guide covers#

The user portal is the customer-facing part of Letterbook. It gives your users a branded place to search support content, read help articles, and submit a support request without emailing your team directly.

Use the portal when you want customers to self-serve common questions while still giving them a clear path to reach your support team.

When to use the portal#

Launch a portal when:

  • Customers ask repeated questions that can be answered publicly.
  • Your team wants to reduce simple "how do I..." tickets.
  • You need a branded support destination for your app, website, or onboarding emails.
  • You want ticket submission to include a self-service step first.
  • You want support content and ticket intake managed from the same platform.

Do not wait for a huge help center before launching. A small portal with accurate articles for your top questions is better than a large portal with stale content.

What customers see#

Customers can use the portal to:

  • Search your published knowledge base
  • Browse help categories and articles
  • Submit a support ticket
  • See your company's branding, logo, and portal name
  • Use the portal from a Letterbook-hosted URL or a custom subdomain

The exact content customers see depends on the articles and portal configuration you publish from Letterbook.

How the portal fits with your inbox#

The portal is connected to your support inbox. When a customer submits a ticket through the portal, Letterbook creates a conversation for your team to review, assign, and resolve.

Portal setup usually depends on three other parts of Letterbook:

What to publish first#

Start with articles that prevent the most repetitive tickets:

  • Billing, refunds, cancellations, and receipts
  • Login and account access
  • Plan limits and feature availability
  • Troubleshooting steps for common errors
  • How to contact support and what information to include

Keep internal policy decisions separate. For example, publish customer-facing cancellation instructions, but keep refund exception rules in internal knowledge.

When to launch the portal#

Launch the portal once you have enough content for the most common customer questions and a support channel ready for ticket submissions.

Before going live, test:

  • Search results for common customer terms
  • A submitted ticket from the portal
  • The reply customers receive from your team
  • Branding on desktop and mobile
  • The portal URL or custom domain