User portal functionality

What this guide covers

The user portal combines self-service documentation with a ticket submission path. It is designed for customers who need an answer, not for agents working in the Letterbook inbox.

Searchable knowledge base

Customers can search the published knowledge base from the portal. Search works best when article titles and headings use the same words customers use in support requests.

For example, if customers ask about "refunds," "canceling," or "changing plans," those phrases should appear in the relevant article titles or sections.

Article browsing

The portal organizes published content into categories and articles. Use categories to group related topics, such as billing, account settings, troubleshooting, or getting started.

Keep articles focused on one customer problem at a time. Short, specific articles are easier for customers to scan and easier for your team to maintain.

Ticket submission

Customers can submit a support request from the portal. Submitted tickets create conversations in Letterbook so your team can triage, assign, and reply from the inbox.

Use ticket submission for questions that cannot be answered with a public article, such as account-specific billing, login issues, or requests that require a teammate to review customer context.

Branding

The portal can reflect your company brand. Configure the visible portal name, logo, and brand colors so customers recognize it as part of your product experience.

Custom domain support

You can host the portal at a custom domain, such as help.company.com or support.company.com. For setup details, see Host the user portal on a custom domain.