What is the user portal?

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.

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:

• Knowledge base articles for searchable self-service content
• Conversation management for handling submitted tickets
• Sending setup for replying from your support address

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