Incident reporting form

A public form anyone can use to report a problem, with a tracking page and live chat for the reporter.

Project → Settings → Customer portal

The incident report form lets anyone tell you something is wrong without an account. They fill in a short form, get a reference and a tracking link by email, and can follow the ticket and talk to your team on the tracking page.

Turn it on

The form opens when at least one project accepts portal reports. In a project's Settings, tick Accept incidents reported by customers through the public portal and choose Save changes. The section then shows the form's address with a Copy button: /public/report/ followed by your workspace's URL name.

Share it on your website, in email signatures or anywhere people look for help. The public landing page and the portal link to it too.

The form

Project: shown only when more than one project accepts reports.
Your name and Email: required.
Subject: required, 2 to 200 characters.
Description: optional, up to 5,000 characters.

Choosing Submit report shows Report received with the ticket key. There is no file upload. A banner points people to your help center first.

The tracking link is only sent by email, never shown on screen, so a mistyped address means the reporter cannot follow the ticket. Submissions are rate-limited per visitor.

Where the ticket lands

An incident in the chosen project, with the channel Portal, shared with the requester.
The requester is found by email, or created if new (and filed under a company by email domain).
It is attributed to the project lead, and its priority comes from your priority keyword rules.
The reporter is emailed We've received your report with a Track this report button. Your workspace needs a way to send email for this to arrive.

If the address belongs to someone your workspace has marked as departed and your workspace refuses their requests, the form will not accept it.

The tracking page

The Track this report link opens a page with no sign-in. It shows the ticket key, current status, title, when it was reported, its priority and the description, and an Updates list of your public replies, oldest first. Internal notes never appear. The link does not expire.

The same page is used whenever a requester opens a ticket from the portal or from a reply email.

Live chat on the tracking page

The reporter writes in Write a reply… and chooses Send. Replies are plain text, with no attachments.
The page updates live: it shows Support online or Support offline, Support is typing…, and Seen once an agent has read their message.
Agents answer in Chat in the sidebar (tabs All, Mine and Unassigned), or on the ticket with a comment ticked Visible to customer.

A report appears in Chat only after the reporter's first reply on the tracking page. Until then, find new reports in the ticket list.