Accounts
Portal accounts live separately from analyst accounts and are locked to exactly one organization for life. Create them in Settings › Organizations › the organization › Portal users.
Invitation
- Add the customer's email. The console produces a one-time activation link valid for seven days; the token is stored hashed.
- Send the link to the customer through a channel you trust.
- The customer opens the link, sets a password of at least twelve characters, and must enrol an authenticator app before the account activates.
Sign-in
Password plus authenticator code, rate-limited per address and per account. Sessions last eight hours.
Lost authenticator or password
Re-invite the account from the console. Re-invitation resets both the password and the authenticator enrolment and produces a new activation link. Every reset goes through you, so account recovery is always deliberate.
Removing access
Disable the account. Every sign-in, activation and ticket action is in the audit trail.