Using the Harmony Portal
Learn how to use the Harmony Portal to chat with AI agents, view and manage your tickets, and approve or deny requests.
Path: /portal
Understanding and Using the Portal
What is the Harmony Portal?
The Harmony Portal is the end-user interface for employees to get IT support. It provides a simplified view where you can chat with an AI agent, view your tickets, respond to approval requests, manage your app access, and stay on top of announcements - without needing access to the full admin dashboard.
Understanding Portal vs Dashboard
Audience
End users (employees)
Admins and agents
Entry
/portal
/dashboard, /tickets, etc.
Features
Chat with AI, your tickets, your approvals, app marketplace, announcements
Full service desk, assets, workflows, settings
Ticket view
Simplified (no SLA, linked tickets, or PDF export)
Full ticket details and tools
Non-admin users are typically redirected to the Portal when they access Harmony. Admins can still use the Portal and see a "View in Platform" link on tickets to open the full dashboard view.
Accessing the Portal
Open the Portal at /portal. If you're a non-admin user, you may be automatically directed here. You can also reach it from the sidebar or by navigating directly to the Portal URL.
Navigating the Portal Interface
The Portal home shows:
Hero section - Welcome message and main chat input
Tabs - Tickets and Approvals for viewing your submitted tickets and pending approval requests
Chat entry - Type in the hero input or go to Threads to start or continue conversations
Applications - Apps provisioned to you and a marketplace to discover new tools
Announcements - Organization-wide updates you can mark as read
Click Threads (or the chat icon) to open the thread view with a sidebar of conversation history.
Using the Portal Hero Section
The hero appears at the top of the Portal. It includes:
Title - Often personalized (e.g., "Hi, {userName}") based on your tenant's branding
Background - Image or gradient configured by your organization
Chat input - Main place to start a new conversation; type your message and press Enter or click Send
Entering a message in the hero creates a new thread and opens the conversation view.
Understanding Portal Branding
Your organization can customize the Portal's look:
Hero title - Welcome text, including
{userName}for personalizationHero background - Image or gradient
Primary and secondary button colors
Portal name and logo
Admins can preview branding changes by adding ?preview=true to the Portal URL and configuring preview settings.
Managing Chat Threads and Conversations
Using the Chat Input
The chat input supports:
Rich text - Formatting, lists, and more
Attachments - Add files to your message
Mentions - Reference people or resources
Send - Enter or click the send button to submit
Starting a New Conversation
On the Portal home, type in the hero chat input and send, or
Go to Threads and click New chat (or use the new-chat link)
Your message is sent to the AI agent
A new thread is created and you're taken to the conversation view
Creating New Chat Threads
Each conversation is a separate thread. Use New chat in the Threads sidebar to start a fresh conversation. You can also start from the hero input - sending a message there creates a new thread.
Viewing Thread History
The Threads sidebar lists your past conversations. Click a thread to open it. Threads are ordered by activity. Thread titles are generated automatically so you can identify conversations at a glance - you can also rename or delete them from the sidebar menu.
Navigating Between Threads
Click a thread in the sidebar to switch to it. The active thread is highlighted. Use the sidebar to move between different conversations.
Starting a New Conversation from a Locked Thread
If you're in a thread that is already dedicated to an existing ticket, you can start a new conversation with a single click. Instead of copy-paste instructions, the agent shows a clickable link that opens a new conversation automatically. Your original request is carried over and pre-filled, so you don't need to retype anything. If you have multiple unresolved requests, they are presented clearly so you can choose which to continue.
Searching Conversations
Global search across chat threads is not available. Search is available within the Tickets and Approvals tabs (by title, description, etc.).
Understanding Thread Status
Threads can be active (ongoing conversation) or ended. When a conversation has ended, the thread may show "This conversation has ended" and the chat input may be read-only, depending on the thread version.
Understanding Agent "Thinking" Status
After you send a message, the agent processes it. While processing, you see a thinking indicator (e.g., "Just a second..."). The agent's response streams in when ready. If the response takes longer than expected (~200 seconds), you may see: "The response is taking longer than expected. Please try sending your message again." You can resend your message to retry.
Viewing Ticket Results in Chat
When the AI agent looks up or creates a ticket during a conversation, the results appear as interactive cards rather than plain text. Each card shows:
Priority icon and status badge so you can immediately see where a ticket stands
Ticket type, source, and assignee for full context without leaving the conversation
A clickable link that takes you directly to the full ticket detail page
When a new ticket is created through the chat, an inline ticket-created card appears in the thread. The card includes a direct URL so you can navigate straight to the ticket without searching for it manually.
Submitting Satisfaction Surveys in Chat
When a ticket is resolved, an interactive satisfaction survey card appears inline in the conversation thread. You can submit your rating directly from the portal without switching to Slack or Teams.
Auto-Close Reminders in Ticket Threads
If a ticket is approaching automatic closure, a reminder appears as an inline pill directly inside the relevant ticket thread. This surfaces the warning in context alongside the conversation history, making it easier to take action before the ticket is automatically closed.
Using Smart Forms for Service Requests
When you start a conversation with the AI agent, a relevant service request form may be suggested automatically based on your request. Forms use rich, interactive fields instead of plain text inputs:
Rich field types - Dropdowns, date pickers, text inputs, and more
Conditional fields - Fields can appear or disappear based on your previous selections, keeping forms concise and relevant
Search in selector fields - Type to filter options in single and multi-select fields in real time, so you can quickly find the right value without scrolling through long lists
AI-powered summary - Before you submit, a summary of your selections is shown for review
Instructions fields - Guidance added by your admin appears with a ⓘ symbol; long instructions collapse automatically and can be expanded when needed
Understanding Copilot Responses
Harmony Copilot assists agents and employees during AI interactions. Copilot responses include your employee identity context so answers are tailored to you. If the underlying AI service is temporarily unavailable, you receive a clear fallback response instead of an unexpected error. Internal processing details are filtered out so you see only relevant, meaningful output.
Viewing and Managing Your Tickets
Viewing Your Submitted Tickets
Open the Tickets tab on the Portal home. The table lists tickets you've submitted, with columns for title, ticket type, status, priority, desk, and created date. By default, the list shows only open and in-progress tickets so your view stays focused on active work. Use the status filter to include resolved, closed, or canceled tickets when needed. Use pagination to browse if you have many tickets.
Checking Ticket Status
The Status column shows the current state (e.g., open, in progress, pending, resolved, closed). Use the status filter in the toolbar to show only certain statuses (open, in progress, pending, resolved, closed, canceled). Use the priority filter to narrow by priority (low, medium, high, urgent).
Understanding Ticket Card Timestamps
Each ticket card clearly indicates whether the displayed timestamp refers to when the ticket was last updated or originally created:
Updated X ago - shown for tickets that have had activity since creation
Created X ago - shown for tickets with no subsequent updates
This removes any ambiguity about what the date on each ticket card represents.
Closing Your Own Tickets
You can close your own tickets directly from the portal without needing to contact an agent. From both the ticket list and the ticket detail view, select one of the following terminal statuses:
Resolved - mark the issue as successfully handled
Closed - close the ticket without a resolution
Canceled - cancel a ticket that is no longer needed
The status selector in the portal shows only these closing options, keeping the interface simple and focused.
Viewing Ticket Details from Portal
Click a ticket to open its detail view. You see:
Chat tab - Conversation and messages; add replies here
Activity tab - History of updates and changes
Properties (on mobile) - Key ticket metadata
Some dashboard-only sections (SLA, linked tickets, related assets, related software, PDF export) are hidden in the Portal view. Admins see a "View in Platform" link to open the full ticket in the dashboard.
Adding Messages to Your Tickets
In the ticket detail view, open the Chat tab. Use the message input at the bottom to add a reply. You can include attachments and mentions. Toggle Internal if you want to add an internal note (when available). Your message is saved and appears in the thread.
Understanding Ticket Updates
Ticket updates appear in the Activity tab. You'll see status changes, assignments, and other events. When an agent replies or the status changes, the ticket reflects the update. In the Chat tab, new messages appear in the conversation.
Managing Approvals
Understanding Approval Requests
Approval requests are items that require your decision - for example, approving access to an application or granting a software request. These may be created by workflows, agents, or agents when you submit a ticket.
Viewing Pending Approvals
Open the Approvals tab on the Portal home. The table lists active approval requests. Each row shows the request type, subject (app or service), reporter, ticket ID, and created date. Use search and filters to find specific requests.
Viewing Approval Details
Click an approval to open its details. You see the request context, related ticket (if any), and options to Approve or Deny. The pending approvals page shows the request title, requester, message, and how long the request has been pending.
Approving Requests
Click Approve on an approval. Depending on the request type:
App access requests - Choose how to grant access: direct assignment or a specific group. Select the group from the dropdown (or "Direct assignment") and confirm.
Approvals requiring a choice - Select from dropdown options when an approval requires a specific selection before responding.
Other approvals - You may be able to add an optional comment before approving. Click Approve to confirm.
Denying Requests with Reasons
Click Deny on an approval. A reason is required. Enter your denial reason in the text area and submit. The requester and workflow can use this reason for follow-up.
Approving or Denying from the Ticket View
If you are listed as an approver on an active approval step, you can approve or deny requests directly from the ticket view in the portal - no special admin role is required. Your decision is recorded as a vote without triggering an admin-override stamp, keeping the approval workflow intact.
Selecting Groups for App Access
For app access approval requests, the approve modal shows available groups. Pick "Direct assignment" to assign the app directly to the user, or choose a group (e.g., a security group) to grant access through. The options depend on how the request and integration are configured.
Viewing Approval Status
After you approve or deny, only the affected row updates in place - your scroll position and the rest of the table are preserved so you can continue working through approvals without disruption. The approval moves out of the pending list, and its status is reflected in the related ticket or workflow. Cards in Slack or Teams are also updated in real time after you respond from the portal.
Understanding Approval History
Approval actions are recorded in the related ticket's Activity tab. Open the ticket to see the history of approvals, denials, and other updates.
Managing Applications
Viewing Your Provisioned Apps
Your Portal home shows every application provisioned to you via SSO, paginated in batches of 20 with the newest additions surfaced at the top. Click any app to launch it with a single click.
Discovering and Requesting New Apps
The Applications Marketplace lets you find and request tools you don't yet have access to:
Recommended applications are surfaced based on what is most popular across your department and role, filtered to show only apps you don't already have access to and that are available to request
Recommendations are ranked by a combination of department-level usage, active users, and total users - so the most widely used and relevant tools appear first
Browse the full catalog or use search to find a specific app, then submit a request directly from the marketplace
Managing Announcements
Marking Announcements as Read
Your Portal shows organization-wide announcements relevant to you. Once you have reviewed an announcement, you can mark it as read directly in the Portal. Announcements marked as read no longer appear in your active announcements list, so you always see only updates that still need your attention.
Related Resources
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