Answers to questions about the Customer Portal that span several settings: how it relates to the Feedback Portal and Help Center, what a brand changes, what private access affects, and how domains fit together. Each setup guide has its own FAQs for questions about that task.

General

What is the difference between the Customer Portal and the Feedback Portal?

The Customer Portal is the whole customer-facing site: Feedback Portal, Roadmaps, Help Center, Updates, and Ticket Portal, with shared appearance, navigation, domains, and access settings. The Customer Portal overview maps these settings.

The Feedback Portal is the feedback page inside it, where customers submit, discuss, and vote on Requests, as described in the Feedback Portal overview.

Where do I edit the feedback page's wording, sorting, and participation?

Under Settings → Requests → Collection → Feedback Portal, not in Customer Portal settings. Customer Portal settings own the theme, menu, domains, and access that apply to every page. Setting up and customizing your Feedback Portal covers the feedback page itself.

How do I take the Customer Portal offline?

Use the control that matches your goal:

• Only permitted people should open it: Choose Private portal in Customer Portal access and configure at least one access method

• Stop collecting feedback: Turn off the Feedback Portal, as described in Setting up and customizing your Feedback Portal. Your Requests and settings are kept

• Remove a page from the menu: Hide it from navigation. The page stays reachable through its direct link

Brands and appearance

When should I add a brand instead of creating another Workspace?

Add a brand when you need another customer-facing identity for the same data. Each brand has its own name, logo, brand color, connected Help Center, Messenger brand matching, and sending address, while every brand shares the Workspace's Requests, Roadmaps, Customer Portal appearance, portal access rules, and navigation. The Customer Portal always uses the brand marked Default. See Managing multiple brands.

If groups of customers must not see each other's feedback, limit category access with segments instead of relying on brands. Use a separate Workspace only when the data itself must stay apart.

Why does my brand differ on the Help Center or in Messenger?

Your name, logo, and brand color come from Workspace branding, but each surface adds its own settings. Customer Portal appearance sets the theme and background, described in Customizing Customer Portal appearance. Each Help Center has its own layout settings, described in Configuring the Help Center, and Messenger chooses a brand through brand matching rules, described in Style your Messenger to support multiple brands.

The Customer Portal always uses your default brand. In Help Center and Messenger settings, check the selected brand in the settings header before you change anything.

Do customer emails use my brand?

The sending address is chosen for each brand through its notification senders, as described in Managing multiple brands, after you set up the address. The look of the emails is managed in Email customizations. A custom portal domain does not change the email sender.

Access and privacy

What changes when I make the portal private?

• Customers who could open the portal before may lose access until they use one of your access methods. Admins can still open it

• The portal is removed from search engine results

• You need to configure at least one access method: email invitations, allowed email domains, SDK identification, or a connected identity provider

• Feedback widgets and embedded portals may stop working for visitors who are not identified. Use SDK identification with identity verification so customers arrive verified, then test the widget and embed from your product as a customer

Managing Customer Portal access explains each access method and how to test the result as a customer.

What changes when I make a private portal public?

• Portal content becomes visible to anyone with the link, including visitors who are not signed in

• The portal can appear in search results unless you disable indexing

• Requests, Updates, and help articles marked as private stay private

• Allowed email domains and invitation requirements no longer restrict who can open the portal

How do hidden pages, private access, indexing, and content visibility differ?

They work at different layers:

• Hidden page: Removes the page from the menu only. Navigation

• Private portal: Decides who can open the portal at all. Access

• Search engine indexing: Decides whether search engines list a public page. It does not restrict who can open it. Search engine visibility

• Content visibility: Decides which content a permitted person sees, through category access and Request visibility and Roadmap privacy controls

A customer sees a Request only when every applicable layer allows it.

Domains and addresses

Do I need a custom domain?

No. Your portal works at yourworkspace.featurebase.app. Connect a custom domain such as feedback.example.com when customers should see your own address, as described in Setting up custom domains. The same guide explains how to change the yourworkspace part of the default address.

Can the Feedback Portal, Help Center, and Ticket Portal use different domains?

Yes. Each has its own tab under Settings → Customer Portal → Custom domains. The Feedback Portal domain also serves Roadmaps and Updates, while the Ticket Portal and each Help Center use separate hostnames with their own DNS records. Setting up custom domains covers the setup and status checks.

Still stuck?

What should I send to support when the portal looks wrong?

Include enough context to reproduce the problem:

• The portal URL and the page involved, such as Feedback, a Roadmap, or the Help Center

• Whether the portal is public or private, and which access methods are configured

• The brand involved, if you use more than one

• Whether you were signed in as a teammate or testing as a customer

• For a custom domain, the hostname and its SSL Certificate Status

• A screenshot of what you see and what you expected

If you already have a Messenger conversation open, send the details there. Otherwise, email support@featurebase.app.