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The Client Portal is a limited-availability feature in partner beta. It is enabled per workspace by Thread. Contact your Thread representative or CSM if you’d like it turned on for your workspace. Until it is enabled, the Client Portal toggle doesn’t appear on contacts in Admin Panel.
The Client Portal gives a client’s designated site contacts (office managers, internal IT leads, and other points of contact) a self-serve browser dashboard for their company’s service activity. Instead of asking your team for status, a portal contact can see their company’s tickets, approvals, and contacts in one place, and start new conversations that land in Thread Inbox like any other Messenger chat.

What a portal contact can see

The portal is scoped to the contact’s own company. Inside it, a contact with portal access gets:
  • Overview: a company health snapshot: Open Tickets, Monthly Resolved Tickets, Top Issues by Category, and the technicians and reporters most active on their company’s work.
  • Tickets: their own tickets (My tickets) plus their company’s tickets (All tickets), with active, resolved, and high-priority views. Portal contacts aren’t limited to tickets they started. Which company tickets appear follows your Messenger ticket visibility settings; see which tickets appear in the portal.
  • Approvals: their own approvals and all approvals for their company.
  • Contacts: the company’s contact list. Opening a contact shows their full ticket history, both open and closed tickets.
  • New chat or New request: start a conversation as themselves, or on behalf of another contact at their company. The button label follows your workspace’s Messenger Support type: New chat for Chat with SLAs, New request for Standard Chat. Either way the conversation arrives in Inbox as a normal Messenger thread.
The Top Issues by Category card ranks the company’s ticket categories from the last 30 days. The categories are for reference only and aren’t clickable. Portal search covers tickets and contacts.

Which tickets appear in the portal

The portal uses the same ticket visibility settings as Messenger. You don’t set them separately.
  • Show all tickets in Chat: when this is on, the portal includes tickets created in your PSA. When it’s off, the portal shows only tickets created through Thread.
  • Excluded boards (queues) and excluded sources: tickets on an excluded board or from an excluded source are hidden everywhere in the portal, including the ticket list and the Overview stats.
You can override these settings for a single client company. If a client’s portal is missing tickets you expect, check that client’s settings for an override before you change your workspace-wide Messenger settings. For how each setting affects new and existing tickets, see Show All Tickets in Chat and Excluded Boards.

Grant portal access to a contact

Portal access is granted per contact, so you decide exactly who at each client gets the dashboard.
1

Open the client's contacts

In Admin Panel, go to Clients, select the client company, and open its Contacts tab. The workspace-wide contacts list under Clients has the same control.
2

Turn on Client Portal for the contact

Use the Client Portal toggle on the contact’s row. Turn it off the same way to remove access.

Portal invite email

When you turn on Client Portal access for an active contact, Thread emails them an invite. The email carries your MSP’s name and logo. It includes the portal link, instructions for signing in with a code, and a note that they can also open the portal from their support chat. The confirmation message in Admin Panel tells you the invite was sent.
  • Turning access back on after it was off sends a new invite.
  • Saving again while access is already on doesn’t send an email.
  • Turning access off doesn’t send an email.
  • Contacts who already had portal access before invites were introduced don’t get an email.

How contacts open the portal

A contact with portal access can open it from wherever they already chat with you. The portal carries your workspace’s Messenger branding everywhere. To sign in, a contact enters their email address and the one-time code Thread emails them, the same way they sign in to Messenger. After they sign in, the portal opens. A contact who belongs to more than one client company picks a company first. If a contact without portal access opens a portal link, Messenger opens instead. You can link contacts straight to the portal, for example from your website or a client’s intranet. The invite email and the Slack Open Portal button use the same link. It works whether or not the contact is signed in:
Replace <your appId> with your parent App ID from Thread admin panel → Messenger → Installation, or a client’s App ID from Thread admin panel → Clients → Select Client → Installation.