--- title: Tickets in the Customer Portal | Makula Help Center description: Makula Help Center --- [Skip to content](https://help.makula.io/en/tickets-in-the-customer-portal-makula-help-center#main-content) English Show submenu for translations Makula Technology GmbH Open main navigation Close main navigation - English Show submenu for translations - Contact us Contact us How can we help you? - There are no suggestions because the search field is empty. 1. [Makula Help Center](https://help.makula.io/en?hsLang=en) 2. [Field Service](https://help.makula.io/en/field-service?hsLang=en) 3. [Help Desk and Ticketing](https://help.makula.io/en/field-service?hsLang=en#help-desk-and-ticketing) # Tickets in the Customer Portal | Makula Help Center ### Tickets in the Customer Portal Learn how your portal users create and follow tickets, and what has changed for work orders in the customer portal in Makula. Written by George Newman Updated over a week ago ### What has changed for portal users? - Requests are now called **Work Orders** throughout the portal. - Portal users can no longer create work orders. They create tickets instead. - On the asset detail page, **Create Request** is now **Create Ticket**. - The portal setting is now **Enable Ticket Creation: Allow portal members to create tickets**. - External chat has moved from work orders to tickets. Tickets were created automatically for existing work orders that had external chat messages. Requests are now called **Work Orders** throughout the portal. Portal users can no longer create work orders. They create tickets instead. On the asset detail page, **Create Request** is now **Create Ticket**. The portal setting is now **Enable Ticket Creation: Allow portal members to create tickets**. External chat has moved from work orders to tickets. Tickets were created automatically for existing work orders that had external chat messages. ### How do portal users create a ticket? 1. Go to **Tickets** in the portal and click **Create Ticket**. 2. Enter a **Ticket Title** and a **Message**. The message becomes the first chat message. 3. Select a **Ticket Type**. 4. Optionally select one or more **Assets**. 5. Fill in any custom fields and attach parts, if configured, for the ticket type. Go to **Tickets** in the portal and click **Create Ticket**. Enter a **Ticket Title** and a **Message**. The message becomes the first chat message. Select a **Ticket Type**. Optionally select one or more **Assets**. Fill in any custom fields and attach parts, if configured, for the ticket type. Parts can only be added once an asset is selected, and only when the ticket is created. They cannot be added or removed afterwards. ### What do portal users see on a ticket? - Tickets are split into **Open Tickets** and **Closed Tickets** tabs. - The **Chat** tab is where they talk to your team. Portal users cannot mention anyone in chat. - The sidebar shows Status, Assignee, Ticket ID, Created At, Created By, Assets, linked Work Orders and external custom fields. It is read only. - Only external work orders appear on the ticket. External work orders linked to an internal ticket still appear in the **Work Orders** section on their own. Tickets are split into **Open Tickets** and **Closed Tickets** tabs. The **Chat** tab is where they talk to your team. Portal users cannot mention anyone in chat. The sidebar shows Status, Assignee, Ticket ID, Created At, Created By, Assets, linked Work Orders and external custom fields. It is read only. Only external work orders appear on the ticket. External work orders linked to an internal ticket still appear in the **Work Orders** section on their own. ### What can portal users do on work orders? - Work orders are split into **Open Work Orders** and **Closed Work Orders** tabs. - Work orders are read only. Portal users can only use **Chat**, and only on open work orders. - Portal users cannot edit custom fields or parts on work orders. Work orders are split into **Open Work Orders** and **Closed Work Orders** tabs. Work orders are read only. Portal users can only use **Chat**, and only on open work orders. Portal users cannot edit custom fields or parts on work orders. ### What notifications do portal users get? - The existing notification settings for status updates, custom field updates, created and closed now cover tickets as well as work orders. - **Chat Updates** applies to both tickets and work orders. - Existing notification preferences have been kept. The existing notification settings for status updates, custom field updates, created and closed now cover tickets as well as work orders. **Chat Updates** applies to both tickets and work orders. Existing notification preferences have been kept. - - - - - - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Work Order Management](https://help.makula.io/en/field-service?hsLang=en#work-order-management) - [Help Desk and Ticketing](https://help.makula.io/en/field-service?hsLang=en#help-desk-and-ticketing) - [Quotes and Invoices](https://help.makula.io/en/field-service?hsLang=en#quotes-and-invoices) - [Reports and Analytics](https://help.makula.io/en/field-service?hsLang=en#reports-and-analytics) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Installed Base Management](https://help.makula.io/en/field-service?hsLang=en#installed-base-management) - [Makula Product Releases](https://help.makula.io/en/makula-product-releases?hsLang=en#main-content) - [Release Notes - 2025](https://help.makula.io/en/makula-product-releases?hsLang=en#release-notes-2025) - [Release Notes - 2026](https://help.makula.io/en/makula-product-releases?hsLang=en#release-notes-2026) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Work Order Management](https://help.makula.io/en/field-service?hsLang=en#work-order-management) - [Makula Product Releases](https://help.makula.io/en/makula-product-releases?hsLang=en#main-content) - [Release Notes - 2025](https://help.makula.io/en/makula-product-releases?hsLang=en#release-notes-2025) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [AI](https://help.makula.io/en/field-service?hsLang=en#ai) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Customer Management](https://help.makula.io/en/field-service?hsLang=en#customer-management) - [New to Makula](https://help.makula.io/en/new-to-makula?hsLang=en#main-content) - [Account Setup](https://help.makula.io/en/new-to-makula?hsLang=en#account-setup) - [Teams](https://help.makula.io/en/new-to-makula?hsLang=en#teams) - [Upload Data to Makula](https://help.makula.io/en/new-to-makula?hsLang=en#upload-data-to-makula) - [Makula Product Releases](https://help.makula.io/en/makula-product-releases?hsLang=en#main-content) - [Release Notes - 2025](https://help.makula.io/en/makula-product-releases?hsLang=en#release-notes-2025) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Work Order Management](https://help.makula.io/en/field-service?hsLang=en#work-order-management) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [AI](https://help.makula.io/en/field-service?hsLang=en#ai) - [Makula Product Releases](https://help.makula.io/en/makula-product-releases?hsLang=en#main-content) - [Release Notes - 2023](https://help.makula.io/en/makula-product-releases?hsLang=en#release-notes-2023) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Customer Portal](https://help.makula.io/en/field-service?hsLang=en#customer-portal) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Digital Service Forms](https://help.makula.io/en/field-service?hsLang=en#digital-service-forms) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Work Order Management](https://help.makula.io/en/field-service?hsLang=en#work-order-management) - [Makula Product Releases](https://help.makula.io/en/makula-product-releases?hsLang=en#main-content) - [Release Notes - 2024](https://help.makula.io/en/makula-product-releases?hsLang=en#release-notes-2024) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Digital Service Forms](https://help.makula.io/en/field-service?hsLang=en#digital-service-forms) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Work Order Management](https://help.makula.io/en/field-service?hsLang=en#work-order-management) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Work Order Management](https://help.makula.io/en/field-service?hsLang=en#work-order-management) - [Makula Integrations](https://help.makula.io/en/makula-integrations?hsLang=en) - [Field Service](https://help.makula.io/en/field-service?hsLang=en#main-content) - [Work Order Management](https://help.makula.io/en/field-service?hsLang=en#work-order-management) - [Makula Product Releases](https://help.makula.io/en/makula-product-releases?hsLang=en#main-content) - [Release Notes - 2025](https://help.makula.io/en/makula-product-releases?hsLang=en#release-notes-2025) - [Makula User, Team, Roles & Permissions](https://help.makula.io/en/makula-user-team-roles-permissions?hsLang=en) # Makula Technology GmbH [mailto:email@email.com](mailto:email@email.com) Copyright © 2026, Makula Technology GmbH