Ticket Portal gives your team one place to see every support ticket and conversation your institution has open with Element451. You can check where a request stands, look back at past requests, and jump back into a conversation with our Support team without searching your inbox.
What You Can Do in Ticket Portal
Track requests in real time. See the current status of every open ticket and the full history of closed ones.
See your whole institution's requests. By default, you can view all tickets and conversations tied to your institution, not just the ones you submitted. This helps your team avoid duplicate tickets and stay aligned on open issues.
Search past requests. Find a ticket or conversation by keyword, ticket ID, or the content of the discussion.
Reply or join a conversation. Open any ticket and message our Support team directly, even if a colleague submitted it.
Note: Some institutions limit certain users to tickets they created themselves. If you expect to see a ticket and it isn't listed, reach out to Element451 Support.
How to Access Ticket Portal
You can open Ticket Portal in either of these ways:
Messenger: Open the in-app support messenger and click the banner at the top of the "Messages" or "Tickets" sections to launch Ticket Portal.
Direct link: Go straight to Ticket Portal at help.element451.io/en/tickets-portal. Bookmark it for quick access.
Access Requirements
To open Ticket Portal, all of the following must be true:
You are signed in to your instance with the email address on your internal account.
Your profile is associated with your institution.
Your institution has at least one ticket on file.
If any of these are missing, Ticket Portal won't load from the Help Center, the Messenger, or the direct link.
Choosing a View
Use the view selector at the top of Ticket Portal to switch between three views:
All (default): The default view for first-time visitors. Shows a combined list of tickets and conversations. Columns display the union of ticket and conversation fields; an em-dash (—) fills cells that don't apply to a given row's type. A single status filter covers both ticket and conversation states, so customers can filter without knowing which type they're looking for. Clicking a row automatically: open the ticket detail page, conversations open in the Messenger.
Tickets: Human tickets only. Search by title, description, ticket ID, or any response our team has shared with you. Filter by ticket type, status, created date, last updated date, or who created it. Sort by ticket ID, type, status, created date, or last updated date.
Conversations: Flint conversations only. Search across the full text of each conversation to find a past discussion by what was actually said.
Searching Tickets and Conversations
When you search, a Preview column shows the best-matching snippet with your search term highlighted. It also shows who wrote the message and how recently (for example, "3d" or "now"), so you can find the right result without opening each one.
Viewing Ticket Details and Replying
Select any ticket to see its status, ticket ID, type, description, and other details.
Send us a message: Opens the ticket's conversation in the Messenger so you can reply to our Support team.
Join conversation: If a colleague submitted the ticket and you aren't part of the conversation yet, click Join conversation to participate.
Only Active tickets can be joined. Tickets cannot be joined after they are closed for more than 24 hours.
Once you join, the ticket also appears in your Messenger Tickets space, alongside every ticket you've created or joined.
Why a Ticket Might Not Appear
Each ticket must be linked to your institution to show in Ticket Portal. Our Support team links tickets to your institution when they are created or updated. Newly linked tickets typically appear within a few minutes.
Good to Know
Columns are fixed. Ticket lists show ticket ID, type, status, created date, and last updated date. Columns can't be added or customized.
Wide tables may scroll. Depending on your screen size and the amount of content, you may need to scroll sideways to see every column.
Frequently Asked Questions
Can I see tickets my colleagues submitted?
Yes. Users with Live Support seats can see tickets submitted by anyone at your institution. Users without a Live Support seat can only see their own tickets.
I can't open Ticket Portal. What should I do?
Confirm you're signed into your internal user account in Element451 before visiting the ticket portal.
Can I reply to a ticket I didn't create?
Yes. Open the ticket and click Join conversation, then use Send us a message to reply.
Why don't I see a ticket I just submitted?
New tickets appear once they're linked to your institution, typically within a few minutes. If it's been longer, reach out to Element451 Support.
Can I download the transcript for a ticket or conversation?
It depends. If the conversation or ticket was created by you, you may click the 3 dot menu and download the transcript. You cannot download the transcript of conversations or tickets you did not originate.
