How tickets work in the client portal
Your clients raise, follow, answer and close their own tickets from the portal, on the same ticket your techs work, without phoning you.
What your client gets
Your client raises a ticket, watches it move, answers your questions and closes it when the problem is solved, all from one page and without a phone call. The ticket is the record your techs work, not a copy, so a reply written here is on the ticket the moment it is sent.
The state strip
The top of a ticket shows its state on one line: the number to quote, its status, how urgent it is, who at the IT provider has it, and which contact it is filed under.
Subject and chips
The subject as it was written in, with a chip for the status and a chip for how urgent it is. Under it is the contact the ticket belongs to.
The reply box
Where the client writes back. It sits with the ticket rather than on a separate page, so answering never means navigating away. Anyone who can reply to a ticket can use it, including a basic User or Billing login on their own tickets.
Attach
Adds a file to the reply. A screenshot of the error goes here.
Close on send
A switch beside the reply box, offered by default to the IT Admin, Primary Contact and Owner roles while the ticket is open. Turning it on changes the send button's own wording. The User and Billing roles do not get the switch. Where your IT provider reviews work before it closes, the switch reads Resolve on send instead.
Send Reply
Sends the reply. A ticket that was waiting on the client (Waiting on Client) moves back to active work; otherwise the status stays as it is, and a reply on a closed or resolved ticket leaves it closed or resolved. With Close on send turned on the button reads Send & Close instead, and asks a confirming question before anything goes: your reply is sent, the ticket closes and your IT provider stops working on it.
Communication
The messages on the ticket, newest first, with older ones below. Internal notes the IT provider writes for themselves do not appear here, and this reply box has no way to add one.
Browse
On this page
The ticket list
Get Support
The door for raising a ticket from the portal. A client company with its own IT staff can raise one on behalf of a teammate: when your company is co-managed, the IT Admin, Primary Contact and account owner can search for a contact and file the ticket under them.
Filters
The list opens on Active (Open), so finished work is out of the way until Status is switched to All. Priority and the search box narrow it further.
The list
Number, subject, priority, status, who has it, when it came in, and how many replies it already carries.
Raising a ticket
Subject and Description
The Subject is what shows in the list. The Description is the detail: what stopped working, what was already tried, and any error message word for word.
Submit Ticket
Sends it. The ticket opens on its own page with a number, and the description becomes the first message in the conversation.
Reopen a closed ticket
Reopen ticket
A closed or resolved ticket keeps its reply box, and a reply sent there leaves the ticket closed. To open it again, click Reopen ticket beside the reply box and confirm. The confirmation says the ticket goes back to your IT provider as open work and that you do not need to write a reply first.
Procedure checklist
When the IT provider attaches a procedure to a ticket, a read-only card shows how far along it is, with a count such as 2 of 5 done. A runbook marked internal shows the neutral title Internal procedure checklist and the count only; a runbook written for customers shows each step's own title too. The client cannot tick or change a step.
Why it works this way: How tickets work in the client portal
The confirming question is asked when the client presses send, not when they flip the switch. A switch that is merely on has done nothing yet and can be flipped back; the consequential moment is the send, so that is where the cost is named.
On a ticket that arrived by email, an Original Ticket card sits above the conversation carrying the message as it was sent. A ticket raised in the portal does not get that card, because the words are already the first entry in the thread below.
Some tickets carry a list of steps: the procedure the IT provider follows for that kind of work, shown to the client read-only. Most tickets have no list, and then the card does not show at all.
Other ways to do this: How tickets work in the client portal
By email
Send an email to the support address the IT provider gave you. It becomes a ticket and turns up in this same list, with the original message as the first entry in the conversation.
Questions this page answers
How do I create a ticket?
Go to the Tickets page and press Get Support. Tell us what is wrong and send it. If your company has its own IT admins, they can raise a ticket for someone else.
Can I close or reopen this ticket?
It depends on your role. IT Admin, Primary Contact and the account Owner get a Close on send switch in the reply box. Turn it on and the send button reads Send & Close. If your IT provider looks at tickets before they close, the switch reads Resolve on send instead. The User and Billing roles do not get the switch. On a ticket that is already closed or resolved, you can still send a reply, and the ticket stays closed. To open it again, click the Reopen ticket button next to the reply box.
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