A Support Portal Clients Actually Want to Open
Most ERPs, Odoo included, come with a client portal that can show support tickets. That part is table stakes. The interesting question isn't whether clients can see their tickets. It's whether the portal is good enough that they actually use it instead of emailing to ask.
So the work wasn't switching on a standard feature. It was making the experience genuinely better than the default: a modern, cleanly designed interface, the full conversation and every attachment in one place, and one-click export of a ticket to Excel or PDF when someone needs to file it, forward it, or bring it into a meeting.
The feature that changes how the portal feels
The standout is an AI summary of the entire ticket. A support request that has run for weeks can carry dozens of back-and-forth messages, screenshots, and decisions. Nobody wants to re-read all of that to remember where things stand. The AI summary reads the whole thread and gives you the state of play in a few lines: what was asked, what was decided, what shipped, what's still open.
That matters most exactly where portals usually fail: the long, complex, high-stakes ticket. A client's project lead can catch up in seconds instead of scrolling. A manager who was never in the thread can understand it without a handover call. The longer and messier the history, the more the summary is worth.
Why bother going past the default
A portal nobody opens is just a feature on a checklist. A portal people prefer to email removes a whole category of low-value work from both sides, and quietly says something about the partner behind it: organized enough to be transparent, and confident enough to make the transparency pleasant to use. The gap between "we have a portal" and "our clients actually live in it" is entirely in that experience layer, and closing it is the kind of detail Majorbird sweats so the standard tools actually get used.