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The public portal is the customer-facing side of Front Helpdesk. Anyone can submit a support ticket or check the status of an existing one — no account or login required.
The public portal runs with Angular Universal Server-Side Rendering (SSR) enabled, so pages load quickly even on first visit.

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Two main features

Submit a ticket

Fill out a form to register a new support request. You receive a ticket label you can use to track progress.

Track a ticket

Look up an existing ticket using your ticket label and the email address you submitted with.

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URL routes

RouteFeature
/solicitudSubmit a new ticket
/consultaTrack an existing ticket
The root path (/) redirects to /solicitud automatically.

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Ticket types

When submitting a ticket, you select one of the following types:
ValueMeaning
PETICIONGeneral request
QUEJAComplaint
RECLAMOFormal claim
SUGERENCIASuggestion
INCIDENTEIncident or outage
SOLICITUDService request
CONSULTAInquiry

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Priority levels

Each ticket is assigned a priority. In the public portal, priority is set automatically based on the ticket type:
PriorityAssigned for
BAJAPETICION, SUGERENCIA, CONSULTA
MEDIAQUEJA, SOLICITUD
ALTARECLAMO
URGENTEINCIDENTE

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SLA system

Every ticket receives an SLA (Service Level Agreement) deadline calculated automatically at submission time. The deadline is based on the ticket’s priority and tells support staff how many hours they have to resolve it. You can see the SLA deadline when you track your ticket.

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