Self-Service Portal
Portal Overview
The StackFlow Self-Service Portal is the end-user facing interface for submitting service requests, checking the status of open tickets, and accessing the knowledge base. It is intentionally simplified compared to the full ITSM interface — end users see only what they need without the operational complexity of the agent view.
- Portal: Self-service portal route
/catalogenabled viaStackFlow_FeatureFlagkeyself_service_portal - DynamoDB: At least one published
StackFlow_CatalogItemwithvisibility: public - SES: Request confirmation email templates in
StackFlow_EmailTemplatefor catalog confirmations
The portal is accessible at the same URL as the full platform (https://<your-instance>.stackflow-tech.com). Users with non-administrative roles automatically land on the self-service view after login. The AI Copilot is available in the portal to help users find the right service or troubleshoot issues before submitting a ticket.
Browsing the Catalog
The catalog home page shows featured items, recently used items (personalized per user), and a category grid. The search bar at the top uses semantic matching to find relevant items even when the user's description doesn't exactly match catalog item names. Popular searches are tracked and used to improve catalog discoverability.
Submitting Requests
Clicking a catalog item opens the request form. Required fields are marked with an asterisk. The AI Copilot can pre-fill some fields based on the user's profile and recent activity — for example, it may pre-populate the manager approval field with the user's organizational manager from the user directory. Users can save a draft and return to complete it later.
Tracking Your Requests
The "My Requests" section shows all open and recently closed requests for the current user. Each request shows the current state, expected completion date, and the ability to add comments or attachments. Users receive email notifications at each state transition (configurable in their notification preferences).
curl -X GET "https://your-instance.stackflow-tech.com/prod/api/requests?requester=me&status=open" -H "Authorization: Bearer $TOKEN"Knowledge Base Integration
Before submitting a ticket, the portal automatically searches the knowledge base for articles that might resolve the user's issue without requiring a ticket. The "Did you find what you were looking for?" deflection prompt is shown when AI confidence in the KB match exceeds 80%. This reduces ticket volume and improves user experience for common issues.