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The Portal is the self-service home for people who need help but do not work tickets themselves. End users and use it to open requests, chat with an AI agent, track their tickets, and act on approvals and tasks, all from a branded page you control.
Admins and workspace members who work tickets use Admin instead.

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Who the Portal is for

The Portal is built for people who are not workspace members:
  • Organization guests who submit and follow their own requests.
  • Members of other teams who belong to your organization but have not joined a given workspace. They land in the Portal for that team instead of hitting a dead end.
Organization admins and workspace members skip the Portal and open Admin to manage tickets.

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Access and sign in

Requesters sign in the same way as everyone else, through your organization’s login and provider. There is no separate guest login. After signing in, Ravenna sends requesters to the Portal home rather than the agent workspace.

Organization home

Requesters who can reach more than one team land on the organization home first. It lists the workspaces that have the Portal turned on as cards, plus an organization-level AI chat when one is configured. Selecting a workspace opens that team’s portal home.
Each team has its own Portal home with that workspace’s branding, forms, and AI agent. Requesters with access to a single team land here directly.
Organization guests can only reach the Portal when an admin enables Guest visibility. See Guest access.

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The Portal home

The Portal home opens with a branded greeting, an AI chat box, and a set of tabs that gather everything a requester needs in one place.

Start new request

Shows the featured for the Portal, so requesters can jump straight into the most common requests. Requesters can also browse the full catalog of available forms.
Quick access to the forms a requester uses most, so repeat requests take one click.
A list of the requester’s recent tickets. Selecting a request opens its conversation so they can read replies and respond.
Pending where the requester is an approver. They can approve or decline inline without leaving the Portal.
assigned to the requester. They can mark a task complete with an inline checkbox.

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Chat with the AI agent

When a workspace connects an to its Portal, requesters can describe what they need in plain language from the chat box on the home page. The agent answers from your , and when a request needs a ticket, it creates one and routes it to the right team.
  • Suggested questions give requesters a starting point. Admins configure these prompts as part of Portal branding.
  • Knowledge answers resolve common questions without opening a ticket.
  • Ticket creation happens in the conversation when the agent determines a request needs human follow-up.
Portal chat requires a connected agent. Without one, requesters submit requests through forms instead.
Learn how to configure the agent that powers Portal chat in Configure agents.

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Submit a request with a form

Forms turn a generic request into a structured ticket with the right fields and routing. Requesters reach forms two ways:

Featured forms on the home page

The Start new request tab shows only the forms an admin has chosen to feature in the Portal, keeping the most common requests front and center.
Requesters can browse every form available to them, organized into folders. Search narrows the list, and private folders stay hidden.
When a requester opens a form, they fill in its fields and submit. Ravenna creates the ticket, sets the requester as the person who submitted it, and shows a confirmation with a link to the new request.
Forms can be shared as direct links that open straight to the form. Links can also prefill fields, so a request arrives with context already filled in.
Learn how to build and feature forms in Forms.

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Track requests, approvals, and tasks

The Portal keeps requesters connected to their work after submission:
  • Requests open into the ticket conversation, where requesters read replies, add messages, and see attachments.
  • Approvals show inline approve and decline actions for any round where the requester is an approver.
  • Tasks assigned to the requester appear with a checkbox to mark them done.
Learn how ticket participation works in Roles.

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Notifications

Requesters stay informed by email. Ravenna sends an update when a ticket is created, when a new message is posted, and when they are added as an approver. The portal itself does not have a separate notification inbox, so email is the primary channel for Portal-only requesters.
Learn more about notification events in Notifications.

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Set up and customize the Portal

Setting up the Portal takes two decisions: which workspaces appear in it, and how it looks.

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Turn on the Portal for a workspace

1

Open workspace settings

Go to Settings > General in the workspace you want to expose.
2

Enable the Portal toggle

Turn on Portal to let this workspace’s agents respond to questions in the portal and to list the workspace on the organization home.
Learn more about workspace settings.

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Brand the Portal

Organization admins style the portal in Organization Settings > Portal. Changes save automatically as you edit.

Colors and banner

Set a primary color that applies across the Portal, and choose whether to show a gradient banner behind the greeting.
Set a short welcome message (up to 120 characters) shown as the greeting headline.
Choose whether to show your organization logo, and upload a cover image for the header (cropped to a wide banner ratio).
Add up to six suggested questions that appear as starting points in the chat. Each has an icon, color, and label (up to 80 characters), plus an optional custom prompt (up to 500 characters) that steers the agent. Drag to reorder them.

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Connect an agent

For chat to work, connect a published to the portal. When no agent is connected, admins see a setup prompt to select one.

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Feature forms

To surface a form on the Start new request tab, open the form and enable Feature in Portal. Forms that are not featured still appear in the full catalog if the requester has access.
Learn how audience settings control who sees a form in Forms.

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Preview as a guest

Workspace admins can toggle View as Guest on the Portal home and forms pages to see the Portal exactly as a non-admin requester would, without changing their own role.

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Guest access

By default, organization guests cannot see your organization at all. To let guests use the Portal, an admin enables guest access.
1

Open organization settings

Go to Organization Settings > General.
2

Enable Guest visibility

Turn on Guest Member Access so guests can view the organization, view their tickets, and submit new requests through the Portal.
Guest visibility is off by default. Guests can create tickets and send public messages, but they cannot edit ticket properties or access workspace settings.
Learn more about guest permissions in Roles and access and Organization settings.
Last modified on July 20, 2026