Metric cards

When the customer opens the portal, the top of the panel can show three metric cards summarizing their activity:

• New — tickets the customer has submitted that haven't been picked up yet.
• In progress — tickets your team is actively working on.
• Resolved — closed tickets, with a "Reopen" affordance for any that are still inside the reopen window.

The counts are scoped to the signed-in customer's own tickets only. Other customers' tickets are never visible.

Enable or hide

Toggle Show metric cards in Settings → Embedded Portal. Hiding the cards keeps the portal more focused if your typical customer has only one or two open tickets at a time.

Reopen window

A Reopen window setting (default 14 days, configurable 1–90) controls how long a resolved ticket can be reopened by the customer replying to it. Outside the window, the customer is asked to start a new ticket instead.