Settings — Customer

What the customer can do on their portal — reply, attach files, edit their last message, re-open solved updates.

The Customer tab.

What this tab does

Gates on what customers can do once they reach their portal. Useful for tuning the balance between customer autonomy and staff control.

Lets customers reply via the portal. Off makes the portal read-only — useful for stores that prefer all customer contact through their helpdesk.

Lets customers attach files to their replies. Same MIME allowlist + size limit as staff attachments.

Lets customers edit their last reply within a configurable window. Edits preserved as history — an “Edited” pill shows on the bubble.

How long after sending a customer reply can still be edited. Default 5 minutes.

On solved-but-unrated updates, shows a button letting the customer re-open without staff involvement. Disabled once they rate.

Reveals the assignee’s display name to the customer alongside their messages. Off by default to keep internal identities private.