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13.1. MSP Client Portal: Self-Service Tickets, Projects, Billing, and Appointments
Overview of the AlgaPSA Client Portal providing clients with self-service access to support tickets, project tracking, invoices, and appointment scheduling.
The Client Portal provides your clients with a dedicated self-service interface to interact with your MSP. Clients can submit support tickets, track project progress, view invoices, and request appointments without needing to contact your team directly.
MSPs can opt into contact-scoped visibility groups so contacts see only their own tickets, restrict which board statuses clients can select, or hide boards from the portal entirely. Files on client-visible comments accompany notification emails, with oversized files sent as short-lived links bound to each recipient; internal comment files stay internal. See 13.3. What Clients See on Tickets: Status, Comments, Documents, and Notifications.
Key Benefits
- Reduced Support Load - Clients can check ticket status and project progress themselves
- Improved Transparency - Clients have visibility into work being done on their behalf
- Streamlined Communication - Centralized location for ticket comments and document sharing
- Self-Service Scheduling - Clients can request appointments during available time slots
Client Portal Features
| Feature | Description |
|---|---|
| Dashboard | Overview of open tickets, projects, pending invoices, and upcoming appointments |
| Tickets | Create tickets, add comments, upload documents, and track status |
| Service Requests | Submit structured service requests when your MSP has published them |
| Projects | View project phases and tasks (based on visibility settings) |
| Appointments | Request meetings with your technicians |
| My devices | Review devices associated with your organization |
| Documents | Access shared documents from your MSP |
| Knowledge Base | Browse published help articles and runbooks |
| Billing | View invoices, quotes, hours by service, and usage metrics when your portal account has billing access |
| Profile | Manage your personal profile and password |
| Licenses | Manage license-distributor workflows when the tenant is the Nine Minds distribution tenant |
| Client Settings | Manage account details, visibility groups, and portal users when your portal account has client-settings access |
| Apps | Open extension-provided portal apps when your MSP has installed extensions that publish client-portal menu items |
Sign-in
Portal users sign in with an email and password, or — on Pro — with their own Microsoft account. See client portal SSO, which also covers provisioning portal users from a Microsoft Entra access group so a client's IT administrator manages their own access list.
Keep Portal Knowledge Current
A useful client portal depends on published guidance staying current without tying up a technician's browser. Knowledge-base imports now run as background jobs with live progress, so the person starting an import can continue working while AlgaPSA processes it. Large Markdown files import in seconds rather than minutes, and embedded images survive the import.
Imported content is sanitized against javascript: link schemes before it can be published to portal users. When your team selects several Knowledge Base items, bulk operations use the shared contextual action bar and report partial outcomes. If only part of a batch succeeds, the result identifies that partial completion instead of reporting a flat success.
Turning Appointments Off
Not every MSP wants clients booking time directly. A workspace switch removes client-portal appointments entirely: the navigation entry, the dashboard controls, the booking panel, and the appointment pages themselves. Direct appointment links redirect to the dashboard, and booking requests are refused server-side rather than only hidden in the interface.
Tickets, projects, service requests, and devices carry on as normal.
Portals that already use appointments keep them — the switch does not change behaviour for a workspace that has adopted the feature. See managing client appointments.
Welcome Banner Style
The portal's welcome banner can be styled to match your brand. Choose between:
| Style | Effect |
|---|---|
| Primary shade ramp | A graduated ramp built from your primary colour |
| Primary-to-secondary gradient | A gradient running between your primary and secondary colours |
A live preview shows the result as you choose, and text contrast adjusts automatically so the welcome message stays readable against whichever background you pick.