Track Ticket Status and Replies in the Customer Portal
See live ticket status, open customer-visible details, and reply to ticket conversations from a shared Customer Portal link.
The Customer Portal is not just for submitting feedback. It also gives you a live view of tickets on the project so you can follow progress without chasing the team for updates. As the team works through tickets, statuses and customer-visible replies update, and you can check back whenever you like using the same shared link.
View ticket statuses
Open the Customer Portal using the link the team shared with you. The portal displays a list of all tickets on the project alongside their current status. No account or login is required to view this information.
Tip
Bookmark the portal link in your browser so you can check back at any time without having to search for the original message.
Understanding ticket statuses
Each ticket in the portal carries a workflow status:
| Status | What it means |
|---|---|
| Backlog | The ticket has been received and is waiting for triage. |
| Triage | The team is reviewing, clarifying, or routing the ticket. |
| Todo | The ticket is accepted and ready to be worked on. |
| In Progress | The team is actively working on this ticket. |
| Done | The team has addressed the issue or implemented the feedback. |
| Cancelled | The ticket will not be worked on. |
| Duplicate | The ticket duplicates another known ticket. |
What you can see in the portal
The portal shows you the information that is relevant to stakeholders:
- Ticket title and description
- Current status
- The date the ticket was submitted
- Customer-visible replies between the stakeholder and team
Reply to a ticket
Open a ticket from the portal list to view the customer-visible conversation. You can add a reply without creating a NOCK account. If you provide an email address, the team can keep a stable reporter email on the ticket for follow-up.
When you reply, NOCK can notify the internal team by email. If the ticket has an assignee, the assignee is notified. If the ticket is unassigned, workspace admins and owners are notified instead.
Note
Team notifications are debounced per ticket and recipient so a fast back-and-forth conversation does not create an email for every single message. Team members can disable customer-reply emails per workspace from their account settings.
What is private to the team
Note
Some details remain visible only to the internal team and are never shown in the Customer Portal. This keeps your team's workflow private and your workspace secure.
The following information is visible only to NOCK team members in the internal dashboard:
- Internal comments and team notes on a ticket
- Team member assignments
- Integration data (for example, linked Linear issues)
- Any other projects in the workspace
Checking back over time
The portal reflects the current state of the project at any moment. You do not need to do anything special to refresh the information — just open the link and the latest statuses are shown automatically. If you submitted feedback and want to track that specific ticket, look for the title you used when you submitted the form.
Tip
If a ticket you submitted has not moved to In Progress and you expected a quicker turnaround, add a reply on the ticket or reach out to the team directly. The portal keeps customer-safe context visible, while internal prioritization still stays with the team.