Overview
We’re excited to introduce our new Customer Facing Tickets Portal, designed to provide a streamlined, transparent, and user-friendly experience for customers when submitting and tracking support requests. This portal centralizes all ticket activity in one place, improving visibility and reducing back‑and‑forth communications.
With this launch, customers gain clearer insight into case status, history, and next steps, enabling faster resolution times and more efficient engagement.
What’s New
Real‑time ticket status updates and activity timelines
Consolidated communication directly within each ticket
Improved categorization and routing for faster handling by Customer Care
Self-service visibility into open and closed cases
See both individual and Company tickets from other coworkers
Why It Matters
The new portal enhances the customer experience and supports our internal goal of delivering responsive, transparent, and high-quality service. By reducing manual processes and centralizing communication, teams can focus more on problem-solving and less on administration.
How to Access
In order for a Client to access the Versapay Ticketing Portal, they need to mee the following requirements:
Part of a Company In Intercom
Have access to Collaborative AR or Cash Application
First Option: Head directly to https://help.versapay.com/en/tickets-portal/ OR https://help-cashapp.versapay.com/en/tickets-portal/
It is important to note, that you will have had to sign into the system for the right information to be passed through to the tickets portal for you to start seeing information.
Second Option: When you are directly in the application, users can select the Messenger Icon in the Bottom right-hand corner. From there they can select the tickets option where they would originally see their own tickets.
The user will now also see the option highlighted in the image below: "looking for your company's tickets".
As mentioned previously, this will allow the user to see not only the tickets they have submitted, but the tickets their colleagues have submitted.
What you can see in the Tickets Portal
In tickets portal, customer will be able to their own tickets they have submitted, and their coworkers tickets. If the user has created a conversation through the messenger and it has not been converted to a ticket, this will not be available in the tickets portal and only through the messenger or in their email.
In addition, you will be able to see the following information in the portal in a table view:
Ticket ID
Title
Description
Ticket Type
Created By
Created On
Last updated
Ticket state
If the list of tickets is large and they are looking to filter for certain tickets, they can use the search option OR filter by the Ticket State
Reviewing an existing ticket information:
Step 1: Select the ticket that you want to view in the portal.
Step 2: You will be redirected to the next screen, while viewing the next screen with additional information.
You will again be able to see the following:
When it was submitted
Status
Agent assigned to the Ticket
Created by
Ticket ID
Type
Description
To add additional information to the ticket, select "send us a message"
Step 3: The messenger icon will pop open and you can select "Join Conversation"
Once you have joined, you will see "Your Name - was added to the conversation"
Please note: That at any point if you would like to go back to your messenger, conversation or tickets you can select the back arrow at the top of the messenger, which will allow you to see what you have open. You can then repeat the steps to access the tickets portal if you are no longer on the tickets portal page.
