The requester portal is a public page where ticket requesters view their ticket, read the conversation, and reply without logging in, while CSAT surveys ask them to rate the support they received. Both are reached through a unique, tokenized link sent by email, and both are protected against spam. Together they close the loop with customers and give you a clear satisfaction signal.
The requester portal
Every ticket generates a unique access token. When an agent sends a public reply, the requester receives an email with a link to the portal that includes this token, so they can open the ticket without an account. On the portal a requester can:
- View the ticket subject, status, and priority.
- Read the full conversation, showing public replies and system messages while internal notes stay hidden.
- Submit a reply to the conversation.
- See your account logo for branded, familiar communication.
Spam protection
The portal uses two layers of spam protection:
- Captcha challenge: every submission requires solving a captcha, and a fresh one is generated when the portal loads and after each successful reply.
- Honeypot field: a hidden form field traps automated bots. If it is filled, the submission is silently discarded while a success message is returned.
Auto-reopen on a reply
When a requester replies to a ticket that is in Pending or Resolved status, the ticket automatically returns to Open. A system message records the status change in the conversation, and the assigned agent and all watchers are notified so the reply is not missed.
CSAT surveys
Customer Satisfaction (CSAT) surveys measure how satisfied requesters are with the support they received. A survey is generated when a ticket is resolved, and the requester is invited to rate their experience.
How surveys work
- When a ticket reaches Resolved, a satisfaction rating record is created with a unique survey token and an expiration date.
- The requester receives an email with a link to the survey page, which also shows your account logo.
- The requester rates their experience from 1 to 5 stars and can optionally add a comment.
- The survey uses the same captcha and honeypot protection as the requester portal.
Each star carries a plain label, from one star for Very Poor up to five stars for Excellent, with Poor, Average, and Good in between, so the rating is easy to understand.
Survey states
- Pending: the survey link is active and waiting for a response.
- Submitted: the requester has completed the survey, and the rating and comment are recorded.
- Expired: the link has passed its expiration date and can no longer be submitted.
- Already submitted: revisiting a completed survey shows the previously given rating.
Viewing CSAT results
CSAT data appears in the Help Desk Reports section under the CSAT tab, where you can review the average score, the rating distribution, scores by agent, and trends over time. Use date range filters to focus on a specific period.
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