Overview
The PSA client portal gives your clients a branded self-service interface where they can submit support tickets, check ticket status, view and pay invoices, and sign documents. You control what forms are available and whether access requires a login. The portal is served through Hub under your tenant's branded subdomain.
What Clients Can Do in the Portal
- Submit tickets using forms you have configured.
- View ticket status for tickets they have submitted.
- See and add comments on their open tickets (public notes only — internal notes are never visible).
- View invoices and download PDFs.
- Pay invoices using a hosted payment link.
Enabling Portal Access for a Client
Portal access is tied to the contact's Hub account. To give a client access:
- Ensure the client has a contact record in PSA with a valid email address.
- The client receives an invitation via Hub to create their portal login.
- Once the contact signs in, they see only data scoped to their company.
Internal notes, team conversations, and billing details beyond their own invoices are not visible to portal users.
Creating a Portal Form
Portal forms control how clients submit tickets:
- Go to Settings > Portal Forms.
- Click New Form.
- Give the form a name (for example, "Request a Technician" or "Report a Problem").
- Add any custom fields beyond the built-in title and description. Supported field types include text, dropdown, checkbox, and file upload.
- Set the default queue, priority, and issue type for tickets created by this form.
- Write a success message shown to the submitter after they submit.
- Choose whether the form requires login or can be submitted anonymously.
- Click Save.
Public (no-login) forms are rate-limited to 10 submissions per minute to prevent spam. Copy the form's share link from the form settings page and send it to clients or embed it on your website.
Configuring Which Forms Are Visible
Each portal form has an Active toggle. Only active forms appear in the portal. You can maintain inactive form drafts without showing them to clients.
Inbound Email as an Alternative Channel
In addition to portal forms, clients can email a configured support address. PSA's inbound email processor creates a ticket automatically and emails a confirmation back. The ticket appears in the portal under the client's account if their email is matched to a contact record.
Frequently Asked Questions
Where is my portal URL?
Go to Settings → Client Portal → Branding & Identity (/settings/client-portal?section=branding) to see the portal link and branding for your clients. The old /settings/branding link redirects to Settings → Organization. It is based on your Hub-branded subdomain.
Can a client see other clients' tickets in the portal?
No. Each contact can only see tickets tied to their own company. PSA scopes all portal data by company.
Can I use the portal without requiring a login?
Yes. Set the portal form to not require authentication. The client can submit a ticket without creating an account. If you want them to be able to track the ticket afterward, they will need to log in.
Can clients leave internal notes on their tickets?
No. Clients can only post public notes (visible to both sides). Internal notes are hidden from the portal entirely.