13.3. What Clients See on Tickets: Status, Comments, Documents, and Notifications

Clients can view and interact with support tickets through the Client Portal.

What Clients See

When clients view a ticket, they can see:

• Ticket Number - The unique identifier
• Title - The ticket subject
• Status - Current state (New, Open, In Progress, Resolved, etc.)
• Priority - Urgency level with color indicator
• Due Date - Expected resolution date (if set)
• Assigned To - The technician or team assigned
• Description - Full ticket details
• Comments - All non-internal comments
• Documents - Attached files

What Clients Can Do

• Create new tickets - Submit support requests directly
• Add comments - Communicate with your team on existing tickets
• Upload documents - Attach files, screenshots, or create documents
• Change status - Request status changes (with confirmation)
• Filter and search - Find tickets by status, priority, category, or keywords

Internal vs. Public Comments

When adding comments to tickets from the MSP application:

• Internal comments - Only visible to your team, hidden from clients
• Public comments - Visible to clients in the portal

Clients can only add public comments and can edit or delete their own comments.

Ticket Notifications

Clients receive notifications in the portal for:

• New comments on their tickets
• Ticket creation confirmations
• Status changes