Customer Support Portal
Give your customers a space to see all their support messages and Linear requests.
Support Portal settings
The Support Portal lets customers view and respond to their messages and Linear requests. This page controls whether the portal is published and what each customer can see there.
Where to find it
Settings > Features > Support Portal.
The page lives at /settings/support-portal. The Support Portal is a Scale plan feature; the header shows a "Scale" badge. Every control saves automatically.
Plan and setup requirements
On plans below Scale, the page shows an upgrade panel ("Support Portal is available on the Scale plan.") instead of the settings.
On the Scale plan, if your Linear is connected but Linear Customer Requests are not enabled, a warning appears at the top: "Please enable customer requests in Linear." It includes an "Open Linear settings" button that opens your Linear customer-requests settings in a new tab. Until customer requests are enabled in Linear, the settings below are dimmed, since the portal relies on them.
Controls on this page
How it works
A button in the top right of the header. It opens the Support Portal walkthrough article in the in-app docs viewer.
Make Support Portal public
The card at the top controls the public visibility of the portal.
The switch turns publishing on and off. When on, the card title reads "Support Portal is public"; when off, it reads "Make Support Portal public". A toast confirms "Support Portal is now public" or "Support Portal is now hidden".
Below the switch is a read-only field showing the public URL, in the form
yourdomain/support. Click the field to copy the link. Click the arrow icon to open the portal in a new tab.
This setting saves automatically. The switches below dim while the portal is off.
Portal settings
A card that links to Settings > Portal (/settings/portal). Use it to set up SSO, a custom domain, the portal theme, and a private portal.
Team requests
A toggle. When on, each customer sees all requests from their team, including those raised by teammates. It saves automatically.
Cross-company thread visibility
A dropdown that controls whether a contact can see threads from companies they previously belonged to. It saves automatically. A "Learn more" link opens the related docs article. The options are:
"Strict": the contact sees only threads from their current company.
"Lenient": the contact also sees threads that are not tagged to a specific company.
"Off": no cross-company restriction is applied.
The default is Off.
Show in widget
A toggle that appears only when the widget is enabled. When on, a link to your Support Portal is added to the widget, for use when Live Chat is not enabled. It saves automatically.
Due dates
A toggle. When on, the portal mirrors the due date for Linear issues and projects. It saves automatically.
What customers see in their requests list
Both the Support Portal and the widget's own requests list show every standalone conversation a contact has had with you, no matter which channel it started on: live chat, the widget's contact form, the AI agent, email, and Slack. Issues and projects synced from Linear show up separately.
The list is sorted by the time of the most recent message in each conversation, not by when the record was last edited, so the conversation a customer (or your team) replied to most recently always appears at the top.
Titles and descriptions
Issue and project titles show the public title when one is set, falling back to the Linear title or project name when it is empty.
Descriptions follow the public description first. If no public description is set, a project always falls back to the internal Linear description. An issue falls back to the internal Linear description only when the "Linear issue description" toggle on the Feature requests settings page (Settings > Features > Feature requests) is turned on for the workspace. That toggle is shared with the public roadmap, so enabling it exposes the same fallback everywhere: roadmap, Support Portal, and widget.
Issue descriptions shown in a conversation follow the "Linear issue description" toggle on the Feature requests settings page. By default, only the public description is shown; when that toggle is on, the internal Linear description is shown instead, falling back to the public description when the Linear description is empty.
How to set up the Support Portal
Confirm you are on the Scale plan. If not, use the upgrade panel on the page.
If you see the Linear warning, click "Open Linear settings" and enable Linear Customer Requests, then return to this page.
Go to Settings > Features > Support Portal.
Turn on the "Make Support Portal public" switch to publish the portal.
Copy the public portal URL from the read-only field, or click the arrow icon to preview it in a new tab.
Turn on "Team requests" so customers can see all requests from their team.
Set "Cross-company thread visibility" to Strict, Lenient, or Off depending on how much history a contact who changed companies should see.
If the widget is enabled, turn on "Show in widget" to add a portal link to the widget.
Turn on "Due dates" to mirror Linear issue and project due dates in the portal.
Open "Portal settings" to configure your custom domain, SSO, theme, and private portal access.
Notes
The Support Portal requires the Scale plan.
The portal relies on Linear Customer Requests. If the warning appears, the settings stay dimmed until you enable customer requests in Linear.
The switches below the publish card dim while the portal is off; publish the portal first to work with them.
"Team requests" is the same setting exposed on the Feature requests page; changing it in either place affects both.
"Show in widget" only appears when the widget is enabled, and its description notes it applies when Live Chat is not enabled.
The "Linear issue description" toggle on the Feature requests page also controls whether issue descriptions fall back to the internal Linear text here and in the widget, not just on the public roadmap.
Whether a conversation shows the public or the internal Linear issue description is controlled by the "Linear issue description" toggle on the Feature requests settings page, not by a setting on this page.
Every control saves instantly. There is no Save button.
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