How to Hide the Tickets Tab in the Customer Portal

Create a public‑first portal focused on self‑service and simple intake by hiding the Tickets tab on desktop and mobile with Custom CSS—without changing sign‑in behavior or backend channel configurations. You can choose to:

Run a KB‑only experience (no ticket list and no ticket creation), or
Run KB + Ticket Intake (allow users to create new requests, but keep ticket list/reply threads hidden in the portal UI).

Hiding the Tickets tab in the Customer Portal prevents users from viewing or replying to their existing tickets via the customer portal. If your goal is to also disable ticket creation via the customer portal, explore more on How to Disable Ticket Creation in the Customer Portal.

Choose Your Mode

Option A — KB‑Only (no ticket list, no ticket creation)

Hide the Tickets tab via Custom CSS.
Disable ticket creation in the portal. Learn more on How to Disable Ticket Creation in the Customer Portal.
Result: Users browse KB/announcements only. They cannot open or view tickets in the portal. Conversations continue via email and the Agent Portal.

Option B — KB + Ticket Intake (creation enabled, threads hidden)

Hide the Tickets tab via Custom CSS.
Keep ticket creation enabled in the portal (users can submit new requests).
Result: Users can open new tickets but cannot view/reply to them in the portal. All updates flow via email or are handled by agents in the Agent Portal.

What This Change Does (and Doesn’t)

Does:

Hides the Tickets tab on desktop and mobile.
Removes navigational entry points to the ticket list from the portal’s primary UI.

Doesn’t:

Restrict portal sign‑in for active accounts.
Disable email‑based ticket creation or agent workflows.
Delete or alter any existing tickets—this is purely a UI change in the Customer Portal.

Steps to Disable the Tickets Tab via Custom CSS

1) Navigate to Customization

Go to Admin → Customer Portal → Customization → Custom CSS.

Custom_CSS_feature_within_the_Customization_Tab_of_the_Customer_Portal_Settings.png

2) Paste the CSS

Use the following CSS to hide the login entry points:

.create-ticket-btn-web-view #mobile_ticket_tab,
#ticket_tab
{
display: none !important;
}

To know where to paste the above custom CSS code, explore more on BoldDesk Customer Portal Customization: Step-By-Step Guide.

Before Customization

After Customization

The customization to disable the Tickets Tab via Custom CSS is client‑side, so it applies to all portal visitors (Agents, Contacts, Visitors) viewing the Customer Portal.
Agents cannot use the customer portal to access tickets for multiple contacts or to reply to customer inquiries; agent activities must occur in the agent portal.

Frequently Asked Questions (FAQs)

Q1: Can I hide the Tickets tab for specific users only using Custom CSS?
A: No. CSS is applied globally to the portal UI.

Q2: Will hiding the Tickets tab affect existing tickets?
A: No. Tickets are unchanged. This only removes access to the ticket list from the portal UI.

Q3: How do I restore the Tickets tab later after disabling it via Custom CSS?
A: Delete the CSS rules shown above and save the changes. The tab will reappear immediately.

Q4: How do I run a strictly KB‑only portal?
A: Hide the Tickets tab (CSS above) and disable ticket creation using the admin setting described here:
How to Disable Ticket Creation in the Customer Portal.

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