Helpdesk Portal

The Decuga Helpdesk Portal is a public-facing, branded self-service page where your customers can submit support tickets, fill in intake forms, view their existing tickets, and track resolution status — all without a Decuga account. Available on Pro and above.

Public portal

A hosted page at a Decuga URL your team shares with customers.

Intake forms

Custom forms with conditional fields to capture exactly the right info.

Ticket tracking

Customers check ticket status in real time without emailing your team.

The portal URL is unique per project and is accessible publicly — share it with customers without requiring them to create an account.

Setup & activation

The helpdesk portal is enabled per project. To set it up:

Open your project's Service Desk tab

Navigate to your project and click the Service Desk tab in the project navigation.

Go to Portal Settings

Inside the Service Desk, click Portal Settings in the top menu. This is where you control the portal appearance and activation.

Enable the portal

Toggle Enable public portal to on. The portal is now live at a unique Decuga URL shown on the settings page.

Customise and share

Add your organisation name, welcome message, and support hours. Then share the portal URL with your customers.

Customising the portal

The portal settings page lets you tailor the appearance and messaging customers see when they visit your helpdesk portal.

Portal name

Displayed as the portal heading. Typically your product or company name.

Welcome message

A short message shown below the portal name. Use it to set expectations on response time or to explain what the portal is for.

Support hours

Optional text showing your team's working hours (e.g. 'Mon–Fri, 9am–6pm UTC').

Logo

Shown in the portal header. Uploaded from your account settings.

Portal enabled

Toggle to make the portal live or temporarily take it offline without losing settings.

Helpdesk forms

Helpdesk forms are the intake mechanism for tickets submitted via the portal. You can create multiple forms per project — one for bugs, one for feature requests, one for billing enquiries — each with a different set of fields.

When a customer opens the portal, they choose from the available forms (or a default form if only one is configured). The form data is captured as the ticket description and any custom field values.

Well-designed intake forms reduce back-and-forth. Ask for the exact information your team needs upfront: steps to reproduce, affected version, account ID, screenshot.

Form fields

Each form is composed of fields that capture specific information from the reporter. Decuga supports the following field types:

Short text

A single-line text input. Use for names, email addresses, account IDs, version numbers.

Long text

A multi-line textarea. Use for descriptions, steps to reproduce, or free-form notes.

Dropdown

A single-select list. Use for issue type, product area, severity, or environment.

Checkbox

A true/false toggle. Use for consent, confirmation, or binary options.

File upload

Allows the reporter to attach files, screenshots, or log exports to the submission.

Required flag

Mark any field as required to prevent submissions without that information.

The reporter's name and email are always collected by the portal to create a reporter contact record. They are not configurable form fields.

Embedding forms

Helpdesk forms can be embedded directly into your own website or application using an iframe snippet. This lets customers submit tickets from within your product without being redirected to the Decuga portal.

To get the embed code, open the form in Service Desk → Forms, and click Get embed code. Copy the iframe snippet and paste it into any HTML page.

<iframe
  src="https://decuga.com/portal/{projectId}/form/{formId}"
  width="100%"
  height="600"
  frameborder="0"
  title="Support Request"
></iframe>

The form URL is public. Anyone with the URL can submit a ticket. Do not include sensitive fields that should not be publicly accessible.

Ticket tracking for customers

After submitting a ticket, the customer receives a confirmation page with a unique ticket reference. They can return to the portal at any time, enter their email address, and view all their tickets along with the current status.

What customers see in the portal

✓Ticket title and the form data they submitted
✓Current status (Open, In Progress, Resolved, Closed)
✓Date created and last updated
✓Any public notes or responses added by your team

Keeping ticket statuses updated in the dashboard reduces inbound "any update?" emails — customers check the portal instead.

Email notifications

Decuga sends automatic email notifications to keep reporters informed without manual effort:

Ticket created

Sent to the reporter immediately when their submission is received. Includes the ticket reference and a link to check status.

Status changed

Sent when an agent changes the ticket status to Resolved or Closed. Informs the reporter the issue has been addressed.

On Hold

Optional notification when a ticket is set to On Hold, explaining that a response is needed from the reporter.

Plan availability

Feature	Pro	Business
Public portal	✓	✓
Portal customisation	✓	✓
Helpdesk forms	✓	✓
Form embedding (iframe)	✓	✓
Ticket tracking for reporters	✓	✓
Email notifications	✓	✓
Multiple forms per project	✓	✓

All portal features are available on Pro. Business plan adds SLA enforcement, company accounts, and service desk analytics on top of the portal features listed here. See full Service Desk plan comparison.

Ready to launch your helpdesk portal?

Start a free trial of the Pro plan to enable the customer portal for your team.

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