Portal & Public Support

Requesters can submit tickets without an account through the public support form, or they can use the authenticated requester portal for dashboards, replies, reopen requests, feedback, and attachment access.

Public Support

• GET /support shows the public ticket form.
• POST /support creates a public ticket and is throttled to 6 requests per minute.
• /support/submitted shows the ticket number after successful submission.
• /support/track lets a requester look up a ticket by ticket number and requester email.
• Public ticket fields include requester name, requester email, phone, company name, organization, subject, description, department, category, custom fields, and attachments.

Requester Portal Authentication

Guest requester routes live under /portal: login, account claim, forgot password, reset password, and password update. These routes use the requester guard and throttling for login, claim, and password reset flows.

Requester Dashboard

After login, /portal/dashboard shows requester ticket status, open work, and recent activity. The requester can list tickets, create new tickets, save or clear a draft, open ticket detail, reply, reopen a ticket, submit resolution feedback, and download authorized attachments.

Portal Ticket Rules

• Portal ticket creation requires subject, description, department, and category.
• The portal can include organization selection and matching public custom fields.
• Attachments follow the same broad file allow-list and 50 MB per-file limit as the admin ticket form.
• Replies and reopen requests can fail if the ticket state does not allow requester updates.
• Feedback is submitted against resolved or closed ticket workflows according to portal service rules.

Requester Security

Requester attachment access is routed through portal attachment controllers and should not expose raw storage paths. Password reset and claim flows are throttled to reduce abuse.