Give requests a clear way in.

Begin with a manual ticket

You can establish your workflow with New Ticket before configuring another channel. Decide what information a useful request should contain and who will review new work.

Set up a public portal

Review the Public Portal add-on and activate it if it fits your needs. Configure the portal using the controls available to your organisation, then copy its generated link.

1. Check the portal’s organisation and visible fields.
2. Submit a test request using non-sensitive example information.
3. Confirm the request reaches the correct workspace.
4. Share the tested link with customers.

Receive requests by email

Inbound Email to Ticket uses the address provided by the platform for the configured portal. Copy that address from your workspace rather than guessing it. If you forward an existing mailbox, follow your mail provider’s forwarding process.

1. Send a test email to the generated address.
2. Check the resulting ticket and its content.
3. If a ticket does not appear, verify the address, selected workspace and forwarding configuration.
4. Keep the original email until you have confirmed delivery.

Review who receives and sees the request

Portal access, team permissions and customer access are separate concerns. Test the customer-facing experience before publishing a link. Do not assume that a public form grants access to your internal workspace.