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Kyloth

Verify a requester and publish a portal reply

Give one verified person access to one case without exposing private team records.

Approved preview
These instructions are for users with approved preview access. Reading them does not enable a workspace or open public signup. Check each guide for current limits.

Where: Desk, ticket details; Web intake; customer support request portal

  1. Create a requester invitation on the ticket and privately share its one-time-displayed code. Ask the customer to sign in to the supplied request portal and claim it within seven days.
  2. Independently verify that signed-in person against your customer record. A matching email is not enough. Review the verification statement before approving access to this ticket.
  3. Save a requester reply draft, read its exact text, then choose Publish reply in portal. Saving a draft sends nothing. Publishing exposes only the reply and public ticket details, not internal notes, tags, reports or assignment.
  4. For Web intake, an owner or admin enables signed-in support submissions and shares the supplied form. Review each pending submitter's identity before Verify and create ticket. Receipt alone gives no access to an existing case.
  5. Revoke requester access when it is no longer appropriate. Retained portal replies need current access; a known URL is not permission.

Opening a reply does not mark it read. Requesters can explicitly acknowledge it, even after closure. On an open case they can send a text message; a reply can reopen Resolved or Waiting for the customer. Closed cases accept no new messages. Portal publication does not send email or WhatsApp.

Attachments require the configured safety scanner. If uploads are unavailable, continue with text and ask your preview operator to check readiness. Supported files are PNG, JPEG and PDF up to 512 KiB, with per-case, requester and workspace limits. Downloads require current team or verified case access.