Requester Portal
The requester portal is a public-facing page that allows ticket requesters to view their ticket status, read the conversation thread, and submit replies without needing a login.
How It Works
Every ticket generates a unique access token. When an agent sends a reply, the requester receives an email notification containing a link to the portal. The link includes the access token, so the requester can view the ticket without authentication.
Portal Features
- View the ticket subject, status, and priority
- Read the full conversation thread (public replies and system messages only; internal notes are hidden)
- Submit replies to the conversation
- See your account logo for branded communication
Spam Protection
The requester portal uses two layers of spam protection:
- Captcha Challenge: Every reply submission requires solving a captcha. A fresh captcha is generated each time the portal loads and after each successful submission.
- Honeypot Field: A hidden form field traps automated bots. If the field is filled, the submission is silently discarded while returning a fake success message.
Auto-Reopen Behavior
When a requester submits a reply on a ticket that is in Pending or Resolved status, the ticket automatically reopens to Open status. A system message is added to the conversation thread documenting the status change, and the assigned agent and all watchers receive a notification.
CSAT Surveys
Customer Satisfaction (CSAT) surveys let you measure how satisfied requesters are with the support they received. Surveys are sent automatically when a ticket is resolved.
How Surveys Work
- When a ticket reaches Resolved status, a satisfaction rating record is created with a unique survey token and an expiration date.
- The requester receives an email containing a link to the survey page.
- The survey page displays your account logo for branded communication.
- The requester rates their experience from 1 to 5 stars and can optionally leave a comment (up to 2,000 characters).
- The survey includes captcha and honeypot protection, just like the requester portal.
Survey States
- Pending: The survey link is active and waiting for a response.
- Submitted: The requester has completed the survey. The rating and comment are recorded.
- Expired: The survey link has passed its expiration date and can no longer be submitted.
- Already Submitted: If a requester revisits a completed survey, they see their previous rating.
Viewing CSAT Results
CSAT data is available in the Help Desk Reports section under the CSAT tab. You can view the average score, rating distribution (1 through 5), scores broken down by agent, and trends over time. Use date range filters to focus on specific periods.