Customer intake

Structured customer requests before the ticket reaches the team.

The customer portal collects issue category, status expectations, attachments, order details, and follow-up context so operators start with cleaner cases.

Customer submits requestSource suggests answerTicket createdStatus visible
Customer portal
guided customer intake
structured self-service
Customer portal intake
request open
Customer form
Request type
Order issue
required
Order ID
#10482
validated
Attachment
package-photo.png
pending
PII scan pending
Preferred channel
Email
support@acme.example
Inbox handoff
REP-184201
Create ticket

Structured fields become a support ticket with clean context.

portal02
Attach status

Customer can see received, in review, and resolved states.

handoff03
Route owner

Returns desk receives source, form data, and attachments.

Tools overview

Customer Portal

The customer portal collects issue category, status expectations, attachments, order details, and follow-up context so operators start with cleaner cases.

How it works

guided customer intake

01

Customer submits request

Portal collects issue type, contact, order, and description.

02

Source suggests answer

Aura can show approved self-service material for routine cases.

03

Ticket created

Unresolved requests enter inbox with portal context.

04

Status visible

Customer can see request state instead of opening duplicate tickets.

Portal workflow

Self-service to structured ticket.

Intake
01

Customer submits request

Portal collects issue type, contact, order, and description.

Assist
02

Source suggests answer

Aura can show approved self-service material for routine cases.

Create
03

Ticket created

Unresolved requests enter inbox with portal context.

Status
04

Status visible

Customer can see request state instead of opening duplicate tickets.

Data used

Portal fields should reduce operator follow-up.

Field

Issue category

Purpose

Route to the right team

Boundary

Required by workflow

Field

Order or account ID

Purpose

Load context

Boundary

Verify before sensitive action

Field

Attachments

Purpose

Explain problem faster

Boundary

PII review

Field

Preferred follow-up

Purpose

Choose channel

Boundary

Respect routing policy

Portal controls

Configure before launch.

01

Define categories and required fields

02

Set status labels customers can see

03

Route sensitive requests to humans

04

Review upload and retention policy

Related pages

See what to read next.

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Solutions
Widgets

Replofy widgets capture support and sales intent from your site, collect useful context, route the conversation, and escalate when Aura should not answer alone.

Design portal intake

Give customers a clean support front door.

Collect structured information and reduce duplicate follow-up before human triage.

Request private access