13.8. Client Portal User Guide

This guide is intended for clients using the Client Portal to interact with their MSP.

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Signing In

1. Navigate to your MSP's portal URL.
2. Enter your email and password.
3. Click Sign In.

Note: Contact your MSP if you don't have login credentials.

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Dashboard

The Dashboard provides an overview of your account:

• Open Support Tickets - Number of active tickets
• Open Projects - Projects in progress
• Pending Invoices - Outstanding invoices
• Upcoming Appointments - Scheduled appointments

Quick Actions:

• Create Support Ticket - Submit a new request
• Request Appointment - Schedule a meeting
• View Latest Invoice - See your most recent invoice

Notifications: Click the bell icon to view updates about ticket comments, status changes, and appointments.

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Support Tickets

Viewing Tickets

Navigate to Support Tickets to see all your tickets with:

• Ticket number, title, status, priority, due date, assigned technician, and timestamps

Filter by status, priority, category, or use the search bar. Click Reset Filters to clear.

Creating a Ticket

1. Click + Create Ticket.
2. Fill in: Title, Priority, Category, and Description.
3. Click Submit.

Ticket Details

Click any ticket to view full details. You can:

• Change status - Click the Status dropdown, select a new status, and confirm
• Add comments - Click Add Comment, enter your message, and submit
• Edit/delete your comments - Use the pencil or trash icons on your comments

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Appointments

Requesting an Appointment

1. Click Request Appointment from the Dashboard or Appointments page.
2. Step 1 - Service: Select a service and optionally link to an existing ticket.
3. Step 2 - Date: Choose your preferred date from the calendar.
4. Step 3 - Time: Select an available time slot and optionally choose a preferred technician.
5. Step 4 - Confirm: Review the summary, add notes if needed, and click Request Appointment.

Note: Appointment requests require approval. You'll receive an email when approved.

Managing Appointments

Navigate to Appointments to view your requests. Filter by: All, Pending, Approved, or Declined.

For each appointment you can:

• View Details - See full appointment information including status, reference, and assigned technician
• Edit - Modify pending appointments (not available after approval)
• Cancel - Cancel the request (cannot be undone)

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Billing

Navigate to Billing to access:

For Hours by Service and Usage Metrics, set a date range and click Apply Filter.

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Projects

Navigate to Projects to view projects your MSP is working on for you.

The project list shows: Project number, name, status, start date, and end date.

Filter by status or use the search bar.

Click a project to view details including phases, tasks, and progress.

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Settings

Navigate to Client Settings to manage:

Inviting Users

If you have permission:

1. Go to User Management.
2. Click Invite User.
3. Enter their email and select their role.
4. Click Send Invitation.