Support
What the customer sees
Their own ticket without an account, everything deliberately kept off it, and the one question asked when it is resolved.
Every ticket carries a link the requester can open without signing in or having an account at all. It shows them their own conversation and lets them add to it — and what it leaves out is the more considered half.
The link is the credential
One link per ticket, never one per customer
A per-customer link would be forwarded once inside an email thread and become a permanent key to everything that person ever raises. Per ticket, the worst case is one conversation — the one already quoted in the email the link arrived in.
It is never returned from any part of the product an agent uses, so it cannot leak from a list that happened to include it, and the page is not indexed. A link that does not exist, one for a ticket that is gone, and one that was never valid all give the same answer.
What is on it
| On the customer's page | |
|---|---|
| The conversation | Yes |
| Whether anybody has replied yet | Yes |
| The state, by your own name for it | Yes |
| Internal notes | No |
| Who it is assigned to | No |
| Which queue it is in, and its priority | No |
| The SLA countdown | No |
Left out in the query, not hidden in the page
None of those fields are fetched at all. A customer view that depends on a component not rendering something ends the first time somebody opens the network tab — the same rule anonymous peer feedback and unsubmitted manager assessments follow.
No countdown in particular
Showing a customer *37 minutes left* turns every target into a stick and every breach into an argument. What they get instead is the honest thing they actually need: whether it has been answered, and where it has got to.
Adding to it
Anything they write arrives exactly as an emailed reply would, and reopens the ticket if it had been finished — see where tickets come from. Refusing would leave somebody typing into a page that silently discards it.
Unlike the hosted form, the booking page and the chat panel, this page cannot be embedded in another site. It is a page somebody follows a link to, and no other site has a reason to frame it.
The one question
Resolving a ticket asks the requester how it went, in the email itself, answered by clicking. The answer is recorded on arrival rather than needing a second confirming click — a survey that needs two clicks is one with half the responses — and changing it afterwards is allowed, because a second click is somebody changing their mind.
- Asked on resolution, never on closing. A desk that tidies its queue by closing old tickets in bulk would otherwise survey everybody it had ever spoken to, on the same afternoon.
- Never twice, and never about a ticket nobody ever replied to — that is asking somebody to rate silence.
- Never about a merged duplicate.
An unanswered survey is not a neutral score
The score counts only the people who actually answered, and the response rate sits beside it — a score from four replies and one from four hundred are different claims. Where nobody has answered the score is blank rather than zero, because *nobody told us* and *everybody was unhappy* are opposite facts. It is stored as its own record rather than a column on the ticket for exactly that reason: a column invites averaging over every ticket, which silently counts silence as the middle.
The middle option is not counted as a success either. It exists so people who were merely served have somewhere to put themselves, not to pad the headline.
The help centre
The other thing a customer sees, and the only one they reach before writing in at all — see the help centre.