The requester portal

What requesters see and can do in the portal (requests, replies, approvals, articles), so you can explain it to your users.

For Admins and Agents · Updated

Requesters sign in at your service desk address and see a simple portal:

  • My requests: everything they asked for, newest first, with plain status words (Received, Waiting for support, Waiting for approval, In progress, On hold, Resolved).
  • + New request: describe a problem or a need in their own words, and optionally pick the device it is about.
  • Get help: request forms and help articles, with one search box.
  • My approvals: requests waiting for their decision, if they are an approver.
  • Notifications: updates about their requests.

Inside a request

Each request shows its progress (Received → Being handled → Resolved), the public conversation, and its details: status, reference, when it was submitted, and the devices that are theirs. They can reply, attach files, and, once it is resolved, say whether it is fixed and rate it.

What requesters never see

  • Internal notes, history and the AI's suggestions
  • Their own mood rating
  • Servers, network equipment or other assets staff linked for the investigation (they see only devices assigned to them or that they picked)
  • Other people's requests

Announcements you publish (maintenance, outages) appear at the top of their portal.

Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.