Hey @MGallmeier hope you are doing great.
So this is an example of how a Customer portal looks like
you can see a list of the tickets, their status, and when you click a specific one
you get to see all the email/message exchange (from the inbox).
You can also setup a live chat/bot if you want to interact live
or put a chatbot with more info.
Hope this helps clarify how you can use it.