Tracking status
How customers use the magic-link status page to follow their request without logging in.
After submitting a request, customers receive a status link by email. The link opens a read-only status page where they can see progress and the conversation thread — no SupportPage login required.
Magic-link status URL
Each request has a unique, signed URL (a magic link). Properties:
| Property | Detail |
|---|---|
| No password | Access is granted by possession of the link |
| Request-scoped | Shows only that one ticket |
| Signed | Hard to guess; not enumerable from other IDs |
| Durable | Works across devices if the customer forwards the email |
Treat the link like a secret — anyone with the URL can read the thread. Customers should not post it in public forums.
What customers see
The status page typically shows:
- Subject and current status (Open, Waiting on customer, Resolved, etc.)
- Timeline of messages — their original submission and your team's replies
- Reply instructions — often prompting them to reply by email to continue the thread
Branding may match your support form at a simplified level.
Getting the link
Customers receive the status URL in:
- Submission confirmation email — immediately after the form succeeds
- Reply emails from your team — footer or header link to return to status
- Manual share — you copy the link from ticket detail and send it if they lost the email
If they cannot find the email, ask them to check spam and search for your company name or "support request."
Using the link
- Click the link in email (or paste into a browser).
- Review the current status and messages.
- To add information, follow Reply by email instructions on the page — see Replying by email.
The status page is usually read-only for new messages — customers do not type replies in the browser unless your deployment adds that capability.
Link expiration and revocation
Magic links are designed for long-lived access so customers can return weeks later. Exact expiration policy may vary:
- Links may expire after a very long period of inactivity for security
- Closing or deleting a request in the dashboard may limit what the status page shows
If a link stops working, submit a new request or contact you through alternate channels.
Security guidance for customers
Share these points in your own docs if helpful:
- Do not forward status emails to untrusted parties
- If they suspect the link leaked, tell your team so you can assess sensitivity
- The link does not grant access to billing or product accounts — only the support thread
Operator tips
| Situation | Action |
|---|---|
| Customer lost email | Copy status URL from ticket detail |
| Wrong email on submission | They will not receive the link — correct via new submission |
| Sensitive thread | Resolve quickly; avoid putting secrets in replies visible on status page |
Related topics
- Submitting a request
- Replying by email
- Ticket detail — where you copy the link