The Customer Portal shows every ticket and conversation your company has with Ingrid support. You can follow their progress, reply and start new conversations, all in one place.
How to open the Customer Portal
Go to the Ingrid Help Center.
Log in at the top of the page (Log in to chat with Iris and our team, and follow your cases). Use the same email and password as for your Ingrid back office, for example Ingrid Merchant Platform.
On the Help Center home page, select Customer Portal, under the search bar.
Shortcut: go straight to helpcenter.ingrid.com/en/tickets-portal and log in if asked.
Can't see the Customer Portal? It only appears after you log in. You can also use the direct link above. If you don't have back-office login details yet, see Access to Ingrid Merchant Platform.
What you can do in the Customer Portal
See all your tickets and conversations. The All tab shows everything for your company. Created by me shows only the ones you started.
Check the status. Each row shows when it was created and last updated, its state (for example, open, resolved or closed) and who is handling it.
Find a ticket. Search by keyword, or select Add filter to narrow the list.
Reply. Open a ticket or conversation to read the history and add a message.
Start a new conversation. Select New conversation to chat with Iris, the Ingrid AI assistant. Iris answers right away and passes the conversation to the support team when needed.
Who sees what
Anyone with access to an Ingrid back office can log in. You see the tickets and conversations of every company your user is assigned to, including those started by your colleagues.
Customer Portal vs. Returns portal
The Customer Portal is for you and Ingrid support. The Returns portal is a different product: it's where your shoppers start and track their returns.