Invoice mismatch
open
Shopify orders
pending
Order 8821
pending
A ticket is the same thread
Open, pending, resolved, spam. Customers open a portal with an email link to read the thread, reply, and file tickets. Use the shared inbox. SLA clocks live in Settings. Switch to Cove when tickets should be conversations behind a branded messenger.
- What ships. Inbox states, assignment, quick replies, snooze, SLA clocks, CSAT after resolve, and a customer portal at /portal/{workspace}.
- How customers get in. They enter the email they used in chat. Cove sends a short-lived link. No password to remember.
A portal without a second login product
Customers request a 30-minute email link at /portal/{workspace}. They read the thread, reply, and file a new ticket. Agents still work the live chat widget and the shared inbox. Resolve ends the visitor thread. CSAT can fire after. That is the ticket model — a conversation with states, plus a portal.
FAQ
Frequently asked questions
Portal, states, assignment, and CSAT live on the thread.
Yes. Visitors write in the live chat widget or open /portal/{your-workspace} and request a link. Threads live in the shared inbox.
Open, pending, resolved, spam, plus a Snoozed filter. Resolve can ask for CSAT.
If you wanted a conversation queue behind a website messenger — with a portal and SLAs — Cove is the switch. See Cove vs Zendesk.
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