<!-- Source: https://docs.vinsi.ai/tickets/portal -->
# 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](https://docs.vinsi.ai/tickets/catalog) request forms and asset [QR labels](https://docs.vinsi.ai/tickets/assets).

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](https://docs.vinsi.ai/tickets/admin) 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_ID
```

The `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

1. Open the portal link. The **Ticket Portal** page says _Sign in to view your ticket status_.
2. 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._
3. Check your inbox for _Your Ticket Portal Access Code_. The code is 8 characters and expires in **10 minutes**.
4. 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](https://docs.vinsi.ai/tickets/portal#portal-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.                                                                          |