> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/portal-end-user-view/using-the-harmony-portal.md). # Using the Harmony Portal {% hint style="info" %} **Path:** `/portal` {% endhint %} ### 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 | Aspect | Portal | 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. ![Portal home with hero and Tabs (Tickets, Approvals)](/files/rgioWWCJ3p0zhbio0ed8) #### 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. ![Hero with chat input and branding](/files/Wuw24FIRCPKrFmwZqKcq) #### Understanding Portal Branding Your organization can customize the Portal's look: * **Hero title** - Welcome text, including `{userName}` for personalization * **Hero 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 1. On the Portal home, type in the hero chat input and send, or 2. Go to **Threads** and click **New chat** (or use the new-chat link) 3. Your message is sent to the AI agent 4. 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. ![Threads view with sidebar and conversation](/files/JEd6RlARD5It7lQnRdii) #### 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. ![Portal Tickets tab with ticket list](/files/iP1BMmxji3eZdbplCWdK) #### 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: ![Portal ticket detail with Chat and Activity tabs](/files/lbJtZvlsUIACDw5Ohnrt) * **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. ![Portal Approvals tab with Approve/Deny actions](/files/N4g5yiTH00aIHv1lMaFo) #### 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
Service Desk & TicketsHow agents and admins manage tickets in the full dashboardhttps://github.com/harmonyso/public-docs/tree/main/guides/understanding-service-desk-and-managing-tickets/README.md
Getting StartedOverview of Harmony and the dashboard for adminshttps://github.com/harmonyso/public-docs/tree/main/guides/getting-started-with-harmony-dashboard/README.md
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