Customer portal

The customer portal is a separate, publicly reachable surface under your own name. Your customers see help articles and their own tickets there — without creating a password and without access to your dashboard.

Address

The portal address is derived from your company name and reads company.portal.silentchat.de. You will find it under Settings, Customer portal, ready to copy. It can only be changed through support — magic links already sent depend on it. Alternatively you can point your own domain at portal.silentchat.de via CNAME; it must be verified first.

Sign-in without a password

Your customers sign in with a magic link. There is no customer account and no password:

• The customer enters their email address.
• They receive a link that signs them in directly.
• The link covers one session; after that they request a new one.

Only tickets belonging to that exact address are visible. Entering another address merely triggers mail to that address — never access.

Visible sections

You decide what the portal shows. At least one section must stay active, otherwise the portal would have no content:

• Help centre — Your published articles, with search, categories and language choice. Only articles marked portal-visible.
• Tickets — The customer sees their tickets with status and date, creates new ones, replies to them and attaches files.

What appears in the help centre

An article appears only if it is published and portal-visible and its category is both as well. Categories without visible articles are not offered as filters at all — a filter that can only answer with no results helps nobody.

Appearance

Title and logo URL are set in the portal settings. The portal uses them in the header and the page title.

Limits worth knowing

• There are no customer accounts — every sign-in goes through a fresh magic link.
• Once created, the portal address can only be changed through support.
• Portal articles come from your knowledge base. Crawled articles are only as current as their last crawl — check under Domains whether automatic refresh is on.