Requester Portal
Let the people who submit tickets check their ticket status. They sign in with a one-time code sent to their email, so no password is needed.
Created: September 16, 2026
Updated: September 16, 2026
Overview
The Ticket Portal is a simple self-service page for requesters, meaning customers, employees, or anyone else who has tickets with your team. They can see every ticket created for them, check the status, and view who is working on it, without contacting your support team.
The portal is read-only. Requesters can view and track tickets, but they can't submit, reply to, or change tickets there. New tickets come in through your other channels, such as Catalog request forms and asset QR labels.
The portal works on phones and follows the device's light or dark mode.
Who Can Use the Portal
Anyone listed under Requesters in Administration can sign in with that email address. A requester record is created automatically when:
- A ticket is submitted with a requester email, for example from a Catalog request form.
- Someone reports an issue from an asset's QR support page using an email address.
The portal lists tickets linked to the requester. Tickets created for other people, or for someone at another organization with the same email address, don't appear.
The Portal Link
Each organization has its own portal link:
https://YOUR_VINSI_APP_URL/ticket-system/portal?org=YOUR_ORGANIZATION_IDThe org part of the link is required, because it tells the portal which organization to sign in to. Requesters usually get the link by email. When a ticket is submitted from a Catalog request form, the requester gets a Ticket #… email with a View My Tickets button, and your team sees Portal invite email sent to …. The sign-in code email also has an Open Ticket Portal button.
Signing In
- Open the portal link. The Ticket Portal page says Sign in to view your ticket status.
- Enter your email in Email Address and click Send Login Code. The page says We will email you a one-time password to sign in.
- Check your inbox for Your Ticket Portal Access Code. The code is 8 characters and expires in 10 minutes.
- Enter or paste the code in Enter Login Code and click Sign In.
On the code screen, click Resend code to get a new code (the old one stops working), or Change email to start over.
For privacy, the portal shows the same message whether or not an email is registered. If a code never arrives, the email may not match a requester on file. See Troubleshooting.
Tracking Tickets
After signing in, requesters see My Tickets with a total count, newest first. Each ticket card shows:
- The ticket number and subject
- A status badge: Open, Pending, Resolved, or Closed
- The priority: Low, Medium, High, or Urgent
- The ticket type, the date it was created, and Assigned to the agent (or Unassigned)
Use the status buttons (All, Open, Pending, Resolved, Closed) to filter the list. The list shows 10 tickets per page. Click Refresh to load the latest changes from your team.
If there are no tickets yet, the portal shows No tickets yet — When tickets are created for you, they will appear here.
Ticket Details
Click a ticket to see its full Description and these details:
| Field | Meaning |
|---|---|
| Type | The ticket type, e.g. Incident or Service Request |
| Source | How the ticket came in, e.g. Chat Widget or Asset QR |
| Created | Date and time the ticket was opened |
| Due By | The target resolution date, if one is set |
| Assigned To | The agent handling it |
| Group | The ticket group |
| Department | The department |
| Resolved | When it was resolved, if it has been |
Signing Out
Click Sign Out in the top bar, next to the requester's name. For security, a sign-in lasts up to 24 hours and only in the current browser tab. Closing the tab also signs the requester out, and they'll need a new code next time.
Troubleshooting
| Problem | What to check |
|---|---|
| The code never arrives | Check spam. Make sure the email exactly matches a record under Requesters in Administration, and that the link includes the right org value. |
| Too many requests. Please try again later. | Each email can request up to 3 codes every 15 minutes. Wait and try again. |
| Invalid or expired code. Please request a new one. | The code is more than 10 minutes old or was replaced by a newer one. Click Resend code. |
| A ticket is missing from the list | Make sure the ticket is linked to this person as its requester. Only those tickets appear. |
| Signed out unexpectedly | Sessions end after 24 hours or when the tab closes. Request a new code. |