In this Ask the Expert session, our team walks through how the new Public Request Portal helps maintenance teams collect requests more efficiently, centralize intake, and improve communication with requesters. The session includes a live demo, setup guidance, and customer Q&A.
What we cover
What the Public Request Portal is and why teams use it
How to create and configure a portal in UpKeep
The difference between general, location, and asset portals
How requesters submit issues using a link or QR code
How requests flow into UpKeep for review, approval, and follow-up
Best practices for routing requests and capturing the right details up front
Key takeaways
The Public Request Portal makes it easy for anyone to submit a maintenance request without needing an UpKeep login
Teams can create multiple portals to support different workflows, departments, locations, or assets
QR codes and shareable links make it easier to collect requests in the moment, right where issues happen
Custom fields, required contact details, and photo uploads help teams gather better information up front
Requesters can track request status and communicate with the maintenance team after submission
For more information on setting up and using the new request portal, check out the articles below:
Best practices at a glance
For admins
Create separate portals for different locations, departments, or assets when intake needs vary
Use custom fields to collect the information your team needs most, such as room number or equipment ID
Require photos or files when visual context will help speed up triage
Place QR codes in high-traffic areas, on equipment, or near workspaces to make reporting easy
Review your approval settings so requests can move smoothly into your normal maintenance workflow
For requesters
Use the portal that matches the correct location or asset
Provide a clear description of the issue
Upload photos when possible to help the maintenance team understand the problem faster
Check email for the sign-in link to view request status and respond to follow-up questions
Real-world examples
The Public Request Portal is useful across many environments:
Facilities management: Occupants scan a QR code to report lighting, plumbing, or room issues
Manufacturing: Operators submit equipment issues directly from a machine-specific asset portal
Property management: Residents submit maintenance requests without needing to call or log in
In each case, the portal helps centralize intake and speed up the path from issue reporting to action.
Customer Q&A highlights
Do requesters get updates after a work order is created?
Yes. Requesters can receive updates related to their request and work order progress, depending on the workflow and communication settings used during the process.
Do requesters need the mobile app or a password?
No. Requesters do not need the UpKeep app or a password. They receive a sign-in link by email to access and track their requests.
Can the same QR codes used for existing asset tags be reused?
Not exactly. Existing asset tags are designed for requester users with UpKeep access, while the new Public Request Portal QR codes are intended for anyone to submit requests without logging in.
Can requesters see technician-only communication?
Internal updates remain separate from external communication. Requesters interact through external chat, which helps keep internal team communication private.
Can requesters sign off on completed work orders?
No. Requesters cannot sign off on completed work orders today, though teams can use comments, surveys, or internal signature workflows where needed.