Portal Mode — Forms vs AI Chat

Choose how employees submit requests on the portal (Settings → Portal mode). Changes apply immediately for every employee.

The Two Modes

Employees can always fall back to the structured forms in either mode — the chat bubble is an additional, faster path, not a replacement.

How Chat Mode Works

When chat is enabled, employees can describe their issue conversationally. QueAssist will:

• •Ask clarifying questions if needed.

• •Attempt to resolve simple, well-documented issues itself (see Agentic Auto-Resolution).

• •Create a properly triaged ticket automatically if it can't resolve the issue on the spot — the type it picks in the conversation (Incident, Service Request, Problem, or Change) is final; see AI Triage & Categorization.

QueAssist can only log the request types you've enabled in Settings → Portal request types. If it decides a conversation is really a Problem or a Change and you've left those off, it logs the nearest type you do allow rather than abandoning the conversation — an agent can reclassify it afterwards. See Incidents vs Service Requests for what each type means.

Identity in portal chat

In chat, QueAssist can only take directory actions (check account, reset password, etc.) for the signed-in employee — not for colleagues they mention by name. If someone asks QueAssist to fix another person's account, it will refuse or explain that it can only help with their own account.

Connected integrations must be set up in Settings → Integrations; write tools must be enabled individually. Every call is logged under Settings → QueAssist → Tool-call audit log with source Portal chat.

When someone is locked out

Portal chat requires sign-in. A locked-out employee cannot use chat until they can authenticate again.

Recommended path:

1. They contact a teammate, walk to the helpdesk, or email your support address.

2. An agent creates a ticket with Raise on behalf of set to the locked-out person's work email.

3. QueAssist agentic resolution or a playbook runs on that ticket and may reset the subject's account if write tools are enabled.

Full workflow: Identity Scoping & Safety — Locked-out employee.

Choosing a Mode

Turning QueAssist chat off entirely is useful if:

• •Your team wants tighter control over exactly what data employees submit.

• •You're not ready to enable AI-assisted resolution yet.

You can turn chat back on at any time — no data is lost either way, since both paths ultimately create the same ticket record.

Next, read Identity Scoping & Safety for chat vs ticket identity rules, or External Users to see how QueueDesk handles people who email in without a portal account.