One reason we might want a product like this is so customers can look up the status of their requests. Is there anything like that in HelpSpot? Can we use LDAP to restrict access to the web portal?
Yes, customers can look up their histories in HelpSpot via the portal. More details are here: http://www.userscape.com/products/helpspot/tour/7/
By default it doesn’t show the status field, but you can add that to the portal if you like.