Skip to main content
Go to Support portal > Issues from portal to review and process everything external users have sent in.
21 2

​
Issue List

The issue list provides an overview of all portal issues, including:
  • Title – The issue subject.
  • Type – Issue category, such as Bug or Question.
  • State – Current issue status (e.g., Open, Closed).
  • Substate – Detailed workflow status (e.g., New, In Progress).
  • Tags – Labels added for categorization or workflow tracking
  • Linked ticket – Internal ticket associated with the issue.
  • Content – A preview of the issue description.
  • User information – The issue creator and related user details.
  • Timestamps – Created time, last modified time, AI processed time, and closed time.
  • AI-generated information – AI summaries and related processing results
You can switch between:
  • Open – Active issues.
  • Closed – Resolved or completed issues.
22 2
Use the toolbar options to search, sort, filter, or customize the issue list view.
23 2

​
Open an Issue

Click the issue title, or right-click the issue and select Open issue, to open the issue detail page. The issue detail page allows you to:
  • View the issue title and description
  • Review comments and replies
  • Add comments and attachments
  • Track issue status
  • View linked tickets and related records
24 2

​
Reply to an Issue

Support members can communicate directly with external users through comments. To add a reply:
  1. Open the issue.
  2. Enter your response in the Add a comment editor.
  3. Optionally attach files.
  4. Click Comment.
Image
Users can view replies from the External Support Portal.
27

​
Close an Issue

Issues can be closed in either of the following ways:
  • Click Close as completed when adding a comment, or
  • Update the issue State to Closed from the issue detail page.
When closing an issue, you can optionally select a Substate to indicate the reason for closure.
26 1
After an issue is closed:
  • Team members can view it in Issues from Portal → Closed.
  • External users can view it in My Issues → Closed in the External Support Portal.
Image
Image
Portal issues can be connected to internal tickets for tracking and escalation. To link an issue:
  1. Open the issue menu from the issue list.
  2. Select one of the following:
    • Create related ticket – Create a new internal ticket linked to the issue.
    • Link an existing ticket – Associate the issue with an existing internal ticket.
After linking, the related ticket appears in the Linked ticket column.
Image

​
Additional Actions

From the issue action menu, you can also:
  • Copy link – Copy the issue URL for sharing.
  • Delete issue – Remove the issue
Note: Deleted issues can be restored later from the Trash if needed.
Image
Image