Give customers a private place to view and manage their support conversations. When Customer ticket access is enabled, customers can sign in to your Help Center with a one-time code sent to their email address.

Each customer can only access tickets linked to their signed-in email address. They cannot see another customer's tickets.

Enable Customer ticket access

1. In initdesk, go to Help Center → Interface settings.
2. Turn on Customer ticket access.
3. Click Save changes.
4. Open your Help Center and confirm that Sign in appears in the header.

How customers sign in

1. In your Help Center, click Sign in.
2. Enter the email address used to contact your support team.
3. Click Send code.
4. Enter the one-time verification code sent by email.
5. Click Verify and continue.

No password is required. After verification, the customer is taken to My tickets.

What customers can do

From My tickets, customers can:

• View their support requests and current status
• Open a ticket and read the full conversation
• Reply to an open ticket
• Create a new ticket

Tickets are private to the signed-in customer. A customer cannot search for or open tickets that belong to a different email address.

Disable Customer ticket access

Go back to Help Center → Interface settings, turn off Customer ticket access, and click Save changes.

The Sign in and My tickets options will no longer be available in your Help Center.