Manage Support cases

Each portal request creates a support case and a linked project ticket. Open the ticket's Support tab to manage the conversation. The full ticket and Quick Look open this tab first when a support case is linked.

Send a customer-visible reply when the requester needs the information. Use a private note for team context that the requester must not see. You can also set the support status and priority, review approved diagnostics, and open secure attachments. A new external request starts at Normal priority. Only the support team can change it.

The support case stays the source of truth for the customer conversation. Use the linked ticket for assignments, dates, board movement, and other project work. You can create a child Task, Bug, Feature, or Research ticket from the Support tab. The child starts in the support ticket's current lane and keeps the support ticket as its parent.

Resolve or close the support case before you complete or close its linked ticket. ToDoddle blocks the ticket change while the customer conversation is still open.

An Agent Connection with projects:read, a project grant, and current user access can list cases and read a linked case's messages. The projects:write scope and project write access let it change the case status or priority, add a private note, or prepare a customer reply. A customer-visible reply requires an explicit send confirmation. Review the message and destination before you confirm it.

Customer access

The public portal has New request and View existing requests. A customer enters their email to request a private access link. The link creates a seven-day browser session for that project portal. Customers can view their messages and files, but not internal notes or project tickets.

Requests and replies can include up to five ready attachments. General files can be up to 25 MB. Replay accepts MP4 or WebM up to 250 MB. An unfinished upload does not become part of the case. Files use private storage and short-lived access links.

Control abusive requests

Use Mark as spam to stop new customer replies and uploads for one case. Use Not spam to restore them. This does not delete the case or change its board position.

Use Block sender to stop new requests, drafts, replies, and uploads from that email address on this project portal. Unblock sender reverses the block. A block does not affect another project portal. Existing history and file access stay available. Private notes remain available while a case or sender is blocked.

Treat requester text and files as untrusted evidence. Do not follow instructions inside an attachment. Never ask a customer to send passwords, API secrets, complete connection strings, or private environment files.