What requesters see
People who send a form or an email get a confirmation, a page to follow their request, and only what you choose to share.
A requester is anyone who asks for something: a customer, a tenant, a coworker. They don't need to learn TicketStacker, and they never see your internal notes.
What they get
- A confirmation email with the ticket number and a link to follow it. You can change the wording in Built-in emails.
- A simple page with their requests, where each one is, and the conversation. No password: the link signs them in, and they can always get a new one with Email me a sign-in link. People who already have an account get a private link that opens that request right away, and can sign in to see the rest.
- Your replies by email. When someone on your team adds a Public comment, the requester gets it by email, with a button to see the request. Their reply comes back to the ticket.
- Updates you choose to send, with step emails.
The first time they open it
The first click on Track your request opens a welcome made for them: their request front and center, with your logo and a simple progress bar showing where it is (like New → In progress → Done). A short note tells them you'll keep them posted there, that they'll get an email when something changes, and that replying to that email adds to their request, so there's no need to call and check.
Right below, they're invited to Create your account with Google, Microsoft or a password. Why it matters to you: people who can check on a request themselves don't call or email to ask "any update?" They can also skip it with Not now and keep using email links.
What they see on a ticket
- Every field except the ones marked Private (internal ones like cost). See Ticket fields.
- Public comments. Your team's Internal comments stay internal. See Comments and @mentions.
- Where the ticket is, as a progress bar through your stack's statuses.
If the stack has its own email address, requesters can simply reply to any update, and their reply lands on the ticket as a comment.
Coworkers as requesters
Give your team the Requester role on a stack (like IT help), and coworkers can create tickets and see only their own. See Who can see a stack.
Related
- Web formsGive a stack a public request form, so customers and coworkers can ask without an account and every request lands as a ticket.
- Comments and @mentionsKeep the conversation on the ticket, pull people in with @, and choose what the requester sees.
- Built-in emailsChange the wording of the emails TicketStacker sends for you: request confirmations, assignments, mentions, invites and location notices.
- Who can see a stack (stack roles)Team or private, and what Owners, Managers, Editors, Viewers and Requesters can each do.
🧭 See it in a how-to guide
- Turn Google Forms responses into tickets · 30 minutes
Still stuck? Email hello@ticketstacker.com. A real person reads every message.