KDesk Contact Portal

This article explains the current Contact Portal experience in KDesk, including who can access it, which settings control access, and what contacts can do after they sign in.

Portal Access Requirements

Contact portal access depends on both workspace settings and contact-level permissions. A contact must be active, must have portal access enabled on their record, and must belong to a workspace where portal access is allowed.

Setting level	Current controls
Workspace	Portal access, portal comments, comments on closed tickets, contact ticket closing, freeform request creation, and ticket-history visibility.
Contact	Primary Email for sign-in, active status, portal access, comment permission, and ticket-closing permission.

Portal Areas

Area	What it does
Dashboard	Shows recent request activity and a quick list of open tickets.
Tickets	Shows the full ticket list with search, filters, sorting, and paging.
New Request	Lets the contact submit a new request either freeform or from an approved template.
Settings	Shows the contact profile summary and any available linked sign-in options.

Dashboard

The dashboard gives contacts a quick view of their latest requests and the tickets that are still open. It is intended to make follow-up simple without forcing the contact to search through the full ticket list every time.

Tickets

The ticket list supports search by title, description, status, priority, and category. Contacts can also filter by category, status, and priority, decide whether to include closed tickets, and sort the results to find the information they need more quickly.

Ticket Details

Each ticket includes a timeline of visible updates such as status changes, comments, and form assignments. Contacts can only comment when both the workspace and the contact record allow commenting. Contacts can only close tickets when both the workspace and the contact record allow closing.

If the workspace does not allow comments on closed tickets, comment actions stay unavailable after the ticket is closed. If a form assignment belongs to the signed-in contact and is still open, the contact can launch that form directly from the ticket.

New Request

The New Request experience supports two models:

• Freeform request creation: the contact starts from a blank request form.
• Template-based request creation: the contact starts from an approved request template that may prefill or lock certain fields.

When a template is used, KDesk can prefill or lock fields such as title, description, category, priority, assignees, or additional contacts. The signed-in contact is automatically attached to the request.

Settings Inside the Portal

The portal settings page shows the contact’s current profile summary, the selected workspace, and the sign-in options available to that workspace. If the workspace allows self-managed SSO, the contact may be able to connect or disconnect approved sign-in providers there.

Workspace-Specific Access

The portal experience stays tied to the correct workspace so the contact sees the right tickets, request templates, permissions, and branding for that service provider.