Public Ticket Portal

The public portal lets external users create and reply to tickets from your page domain.

Public URLs

Common paths:

Create ticket for a project: /ticket/{project_id}
Open ticket thread: /ticket/thread/{token}
Customer ticket overview: /tickets
Customer login: /tickets/login
Unsubscribe from notifications: /ticket/unsubscribe/{token}

These links are generated on your workspace page domain.

Public ticket creation page

The public creation page supports:

Reporter email and optional reporter name
Optional Discord sign-in on Discord-backed workspaces
Optional Slack sign-in on Slack-native workspaces
Title and description
Ticket type
Optional initial message
Attachments input
Small attachment previews before submit/reply
Template-driven custom fields
Error state actions (Back to form / Go back) when submission validation fails
A direct link to project public docs (/doc/{project_id}) so reporters can self-serve before submitting

Workspace admins can keep anonymous public ticket creation enabled or require customers to sign in before they create new tickets. When anonymous creation is disabled, signed-in customers can still create tickets from the customer portal.

When customer portal login is enabled, the public ticket creation page also shows a My Tickets link. Signed-in customers go straight to their ticket overview; other visitors are sent to the customer login page.

Template behavior in public creation

Ticket-type-specific template bindings override the project-wide enforced template as soon as the reporter selects a type
If the project has a default ticket type, its matching enforced template is shown immediately on first load
If no template is bound for the current project/type combination, no template fields are shown
The public form only receives public-safe template metadata for the currently active project/type binding
Custom ticket types use the same binding logic as standard types
Hidden fields, read-only fields, and backend default values are not exposed to the browser
Backend still applies internal defaults and validates required fields server-side

Customer preselection

If the URL includes a valid customer_token, the customer is prefilled for the ticket.

Customer intake links are project-scoped and time-limited. They only allow ticket creation in the project that was baked into the generated link. If you need the same customer to open tickets in a different project later, generate a fresh link from that project's ticket settings.

Public ticket creation does not allow adding extra notification recipients. Only the reporter is enrolled on the unauthenticated create flow.

Reporter identity options

The public create page always offers email as the default reporter mode. Depending on the workspace type, it can also offer one workspace sign-in option:

Email, which keeps the current email-based flow
Discord, which opens a Discord sign-in popup and uses your Discord identity as the reporter
Slack, which opens a Slack sign-in popup and uses your Slack workspace identity as the reporter

Discord-backed workspaces show Email and Discord. Slack-native workspaces show Email and Slack instead, and do not show the Discord option.

Discord and Slack sign-in on the public portal:

uses a secure API-hosted OAuth popup instead of redirecting the whole page
works on Bnder page domains and customer-managed custom domains
does not require an existing app account
expires after a short time; if the workspace sign-in session has expired, sign in again before creating the ticket

Knowledge suggestions

The form shows related public knowledge documents while users type. On desktop, suggestions appear in a right-side panel and the ticket form shifts smoothly to make space. If no suggestions are available, the form stays centered.

Suggested documents open in a new tab so users stay on the ticket form.

Attachment upload behavior

When you create a ticket with attachments, files are uploaded to ticket storage as part of the create flow. Attachment entries are not stored as metadata-only placeholders. Public ticket create and reply forms let you pick files or drag and drop them into the attachment area.

Public portal uploads use a stricter buffered ingress limit than the internal dashboard upload flow. Very large files are rejected before the public ticket form or thread tries to persist them. Admins can also set a maximum combined attachment size per ticket. When a ticket reaches that limit, new uploads are rejected until existing ticket attachments are removed. Admins can restrict workspace uploads to selected file types, such as images only or images and PDFs. Public ticket forms and thread replies show the allowed types before upload and follow that workspace policy. Admins can optionally remove stored attachments from closed tickets after a retention period, configured in days or months, to reclaim workspace storage. The ticket settings page shows the latest cleanup run summary, including cleaned attachments, reclaimed storage, and any recent cleanup error.

Public ticket creation is also rate-limited server-side per client/workspace. This protects the portal from anonymous ticket spam even when the browser is bypassed.

Public ticket thread page

Thread pages allow reporters/notified recipients to:

Read the ticket conversation
Send public replies
Upload file attachments with replies
Preview image attachments and download other attached files from the conversation
Open the public create page from the top "Create new ticket" button
See new conversation messages automatically without manual refresh (polls every 60 seconds while the tab is open/visible)
See the token-resolved recipient email in the reply form (read-only)
See the Discord or Slack reporter name instead of the synthetic fallback email when the ticket was created from a workspace sign-in
For Discord- or Slack-created tickets, the reply form does not show a second editable name field because the reporter identity is fixed by the secure link
Long message text (including long URLs/tokens) wraps inside the chat bubble

Each notified email receives its own unique thread token link.

Public thread links are recipient-scoped. The portal does not expose the internal ticket-wide public token back to the reporter, and public thread actions only accept the scoped thread link token. The public thread also does not show the internal ticket id anymore. Ticket ids are treated as internal workspace references, while the public portal is identified only by the scoped thread token.

Public thread replies and attachment uploads are rate-limited server-side per scoped thread token. Attachment uploads also use a basic per-token byte quota in addition to the normal per-request file-size limits. All stored ticket attachments count toward the workspace file-storage allowance.

Admins can disable public/customer replies or public/customer attachment uploads. When disabled, existing thread links still open for reading, but the public thread page shows a disabled reply area or disabled attachment input instead of letting customers submit a reply that would be rejected later. Attachment links are protected by the scoped thread token. Reporters can open files attached to public messages in their thread, but internal notes and agent-only files are not shown.

If the customer portal is enabled for a page, customers can open My Tickets and request a login link by email. The page navigation only shows My Tickets when the workspace has customer portal login enabled.

The login request always shows the same confirmation message. This prevents visitors from checking whether an email address is known.

The email link opens the customer ticket overview. Customers can:

See their own tickets
Open ticket details
Reply when replies are enabled
Upload attachments when uploads are enabled
Create a new ticket without re-entering contact details
See related public knowledge documents while creating a ticket, when the workspace enables portal knowledge suggestions
Log out from the device

The portal only shows customer-safe ticket information. Internal notes, labels, priorities, assignees, linked tasks, and other internal workspace data are not shown.

Reopen behavior

If a ticket is already resolved/rejected and a reporter sends a new public reply, the ticket is reopened automatically.

Unsubscribe page

Email notifications include an unsubscribe action.

The unsubscribe URL opens the public unsubscribe page and immediately processes the unsubscribe token. If the request fails (for example because the token is invalid/expired), the page shows a retry action.