Customer Portal

The customer portal gives your clients a branded self-service page to view tickets, submit new requests, upload files, and communicate with your team, without needing a Servelo account.

How customers access the portal

Customers sign in using a magic link sent to their email. There are no passwords.

1. Customer visits your portal URL and enters their email address
2. Servelo sends a magic link valid for 7 days
3. Customer clicks the link and is authenticated instantly
4. They see all tickets associated with their email address

Portal URL

By default your portal is at:

https://serveloapp.com/portal/{slug}

You can also set a custom domain (e.g. support.yourdomain.com) in Settings under Portal > Custom Domain. Once set, customers can access the portal at that address directly.

What customers can do

Action	Notes
View their tickets	Status, priority, scheduled date, charge
Submit new tickets	Can be disabled per tenant in Settings
Reply on tickets	Replies are visible to your team in the ticket
Upload photos/files	Up to 10 files per upload, 10MB each
View and accept quotes	Quotes can require a signature
Close a ticket	Requires a closing message
Update their profile	Name, phone, profile photo

Online booking for new customers

The portal is for clients you already have. To let brand-new customers ask for service, turn on Online Booking under Global Settings → Portal. It's off until you turn it on.

• The page: a public Request Service form at serveloapp.com/portal/your-workspace/book (or your-domain/book with a custom portal domain). The settings always show your exact link, even before you turn booking on. Copy it to put on your website, Google Business Profile, or social pages. Your portal's sign-in page also gets a Request Service button.
• What customers fill in: name, email, phone, what they need, when works for them, and the service address. You can add a list of services for them to pick from, and an intro line. Prices are never shown.
• What happens next: Servelo opens a ticket titled "Booking request", creates the client (or reuses the existing client with the same email), and emails you, plus a push notification if you have them on. An existing client with Suppress emails unchecked also gets an email receipt; new clients start with it checked, so they don't. Then you confirm a time and schedule the ticket as usual.
• Spam protection: each visitor can send a few requests an hour, and a hidden field catches most bots.

Branding

The portal displays your organization name, logo, and accent color. Configure these in Settings > General. Customers never see the Servelo brand.

If you set a Website URL under General settings, the logo in the portal header becomes a clickable link to that URL (opens in a new tab). This gives visitors a way back to your main site.

Notifications

When a customer submits a ticket or adds a reply via the portal, your admin is notified by email. The notification includes the full message and a Reply-To address so you can respond directly from your inbox. See Email Integration for details.

Custom domain setup

Custom domains are available on Pro and Business plans. The flow is fully self-serve from Settings > Portal > Custom Domain:

1. Add a CNAME record at your DNS provider pointing support.yourdomain.com (or any subdomain you pick) to serveloapp.com
2. Enter the hostname in Settings and hit Save
3. Visit the domain. Servelo provisions a real SSL certificate automatically on first request

Portal SLA page

When SLA tracking is enabled under Settings > SLAs, a public Service Level Agreement page is automatically published at:

serveloapp.com/portal/{slug}/sla

The page displays your priority response and resolution targets, your business hours window, and is branded with your logo, org name, and theme color. Customers never see the Servelo brand.

A View our Service Level Agreement link appears at the bottom of your portal landing page whenever SLA is enabled. If SLA is disabled the page returns a 404. No link is shown and nothing is accessible.