Requests Portal

End users can find and view their requests in the Requests dashboard.

In this article:

How to view Requests dashboard

To view the Requests dashboard:

• End users who navigate to the web app are automatically redirected to the Requests dashboard to view their requests.

1. Service Catalog Browse available services and request offerings using a visual catalog, organized by category and linked to request templates.

2. Show Closed Tickets Toggle view between active tickets and closed tickets. Enable to view closed tickets, and disable to view active tickets.

3. Search Search for specific tickets by request.

4. Tickets Select a ticket to view details, history, add replies and attachments, and more.

5. Add Request Add a new request.  Requests that correspond to existing Knowledge entries will present the Requester with a template or Knowledge Response depending on the phrase’s configuration.

6. Refresh Refresh the current view of tickets

Service Catalog

Service Catalog provides a visual way for requesters to browse and submit requests in Tikit. Services are organized into categories and linked directly to request templates, helping users quickly find the correct request. Key capabilities include:

• Visual service categories for easier navigation

• Direct linkage to request templates

• Support for search keywords and synonyms

• Consistent request submission with the correct workflow, approvals, and required fields

Important Note: Service Catalog is enabled by default for everyone, but it will only appear on the Requester Portal if at least one Service Offering and Request Offering have been published. View the Service Catalog KB article for more information.

Add Request

Clicking Add Request will prompt the Requester for the request. 

If the Multi Department Picker option is enabled, users will have the ability to choose a Department to assign the ticket to.

If the Request entered corresponds to an existing Knowledge Entry configured with a template, the template will be displayed

If the Request entered corresponds to an existing Knowledge Entry configured with a standard response, the response will be displayed.

Note: Multi Department Picker is not included with the Teams Ticketing product plan. For instructions on enabling Multi Department Picker click here.

How to view closed tickets

To view closed tickets in the Requests dashboard:

• In the toolbar, enable Show Closed Tickets.

Select a closed ticket from the list to view more details.

How to view ticket details

To open a ticket from the Requests dashboard:

1. Find and select a ticket to view details.

1. Show Closed Tickets Toggle view between active tickets and closed tickets. Enable to view closed tickets, and disable to view active tickets.

2. Search Search for specific tickets by request.

3. Activity Feed Get the latest updates, search for specific changes, and add replies to the ticket with the activity feed.

4. Assigned Agent The assigned analyst for the ticket.

5. Attachments View and attach files to the ticket.