> ## Documentation Index > Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt > Use this file to discover all available pages before exploring further. # Portal > The Portal is a branded, self-service home where end users and guests open requests, chat with an AI agent, track tickets, and act on approvals and tasks. The Portal is the self-service home for people who need help but do not work tickets themselves. End users and organization guests 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](/documentation/platform/admin) instead. ## Mental model The Portal is the self-service surface for users who are not workspace members. It shares one sign-in with Admin; a user's role decides which surface they land on. * **Organization admins and workspace members** open the Admin. * **Organization guests and non-members** open the Portal. The Portal has two entry points: * **Organization home** (`/home`): lists Portal-enabled workspaces plus an optional organization-level chat. Signed-in requesters get a persistent sidebar here with **Home**, **My Tickets**, and **Chats**. * **Workspace home** (`/{workspace}/home`): the branded home for a single team, with chat and the Start new request, Favorites, My requests, My approvals, and Tasks tabs. The organization sidebar is per-user and does not require workspace membership. Anonymous chat sessions from guest links continue to open at `/home` without a sidebar. Tickets created through the Portal are recorded with a **Portal** source. *** ## My Tickets **My Tickets** (`/my-tickets`) is the organization-wide ticket list for a signed-in requester. It surfaces every ticket the user requested, is assigned to, or follows across every team they can see, using the same filters and columns as the workspace-level **My Tickets** view but scoped to the user instead of a single team. Selecting a ticket opens it in its owning workspace. There is no additional gating: any signed-in requester who can reach the organization home can open My Tickets. The page is per-user, so it never shows a ticket the requester wouldn't otherwise be able to see. *** ## What gates visibility Three independent settings control what a requester sees: | Setting | Level | Controls | | - | - | - | | **Guest visibility** | Organization | Whether guests can access the organization and its Portal at all. Off by default. | | **Ravenna AI in Portal** | Organization | Whether Portal chat routes platform questions about the requester's own data to Ravenna AI instead of creating a ticket. Off by default. | | **Portal** | Workspace | Whether a workspace appears in the portal and its agent can answer portal chat. | | **Feature in Portal** | Form | Whether a form appears on the **Start new request** tab. Non-featured forms still show in the full catalog. | Form audience settings apply on top of this. Only published forms whose audience includes the requester appear, and private folders are hidden. *** ## Chat and ticket creation Portal chat is powered by a connected published agent. The agent answers from knowledge, and when a request needs a ticket, it creates one and routes it to the appropriate workspace. Without a connected agent, requesters rely on forms. When a Portal conversation is routed to an agent, that agent is shown as the **Working on it** owner on the resulting ticket until it is published to a human channel. ### Chat history For signed-in requesters, chat history is organization-scoped rather than workspace-scoped. Past conversations appear under **Chats** in the Portal sidebar and can be reopened from any team. Selecting a past chat routes to `/home?session=` on the organization home. Anonymous chat sessions started from guest links do not appear in chat history. Learn how the **Working on it** owner behaves in [Roles](/documentation/tickets/roles#working-on-it-agent-owner). ### Ravenna AI routing for platform questions When **Ravenna AI in Portal** is enabled in **Organization Settings > Portal**, the router adds Ravenna AI as a candidate alongside the workspace's agents. Questions that ask about the requester's own tickets, own pending approvals, or charts of their own ticket data route to Ravenna AI and are answered without creating a ticket. Real support requests still route to a workspace agent and create a ticket exactly as before. Ravenna AI in Portal is scoped to the signed-in requester: * Lookups are limited to tickets and approvals the requester owns or is an approver on. * Questions that ask about another user's tickets or approvals are denied. * Sessions persist so a requester can ask follow-up turns, but each turn re-checks the org toggle. Turning the setting off cuts in-flight conversations off on their next message, and that message re-routes to a workspace agent. *** ## Notifications Portal-only requesters are notified by email: on ticket creation, on new messages, and when added as an approver. There is no in-portal notification inbox. *** ## Constraints and gotchas * Guest visibility is off by default. Guests cannot reach the Portal until an admin enables it. * A workspace only appears in the portal when its **Available in Portal** toggle is on in the **Visibility** card under **Workspace Settings > General**. * The **Start new request** tab shows only featured forms. Other accessible published forms appear in the full catalog. * Portal chat requires a connected published agent. Without one, only forms are available. * **Ravenna AI in Portal** is off by default. When on, it answers a requester's own-data questions without creating a ticket; when off, every question routes to a workspace agent and creates a ticket. * Ravenna AI in Portal never returns data for another user. Cross-user lookups are denied even when the setting is on. * Requesters cannot edit ticket properties such as status, priority, or assignee. They create requests and add public messages. * The Portal has no notification inbox. Updates reach requesters by email. * The Portal sidebar (Home, My Tickets, Chats) is only shown to signed-in requesters. Anonymous guests reach the Portal without a sidebar and cannot open My Tickets or chat history. * Org-scoped chats in the sidebar are read-only for renaming and deletion. To rename or delete a conversation, open it in the workspace it belongs to. ## Related topics - [Portal and privacy](/guides/best-practices/portal-and-privacy.md) - [Launch the Portal](/guides/playbooks/launch-the-portal.md) - [Submit a customer portal form](/api/customer-portal/submit-a-customer-portal-form.md) - [Upload a portal header image for the organization](/api/organizations/upload-a-portal-header-image-for-the-organization.md) - [Organization settings](/documentation/platform/organizations/settings.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.