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Sharing IT documents with clients
Sharing IT documents with clients

Learn how to share your IT documents with your clients in just a few clicks.

Manish Balaji avatar
Written by Manish Balaji
Updated over a week ago

Use’s IT documentation as a high-level Knowledge Base to help users find solutions to frequent issues on their own.

Share SOPs and troubleshooting guides as IT documents with clients that they can readily access within their client portal to troubleshoot issues on their own before they raise a ticket.

To share your IT documents,

1. Navigate to Modules > IT Documentation

2. Click and choose the document you want to share

3. Scroll down to the "Share" tab and click the “Share” button at the top right corner of the tab.

4. You will see a pop-up asking you to choose the clients and requester roles with whom you want the document to be shared.

5. You can choose to share the document with all clients or multiple clients from the drop-down menu. Similarly, you can select multiple requester roles to share the document with.

6. To share the document with multiple clients, click the + icon as shown below.

7. Once you are done adding clients, click Yes.

📝Note: If a client is already associated with the document, you will be able to share the document only with that particular client.

For example, if the Password for Donna’s Laptop document is already associated with the client Pearson Spector Litt, then you can only share the document with Pearson Spector Litt and not any other client.

8. Also, if you have already shared a document with multiple clients, and then associated it with a particular client, then you will be shown a warning pop-up listing all the clients that have access to the document. You can always edit the list as per your preference.

Permissions required for the client to view the shared document:

  1. There are multiple requester roles like Client Admin, Requester, and Approver with whom you can share the IT documents.

  2. But for them to access the shared document in the client portal, they need to be given certain permissions priorly.

  3. To do that, navigate to Settings > Requester Roles under Roles and Groups.

  4. Select the requester role and click the edit button on the top right corner of the screen.

(Check out this solution article to learn more about configuring requester roles for your clients.)

5. Scroll down to the Asset Management section and enable the view permissions for the file attachments, IT documentation, and IT documentation categories as shown below.

6. Once you are done, click “Save”. Do the same for all requester roles

IT documentation in the Client Portal:

The client can view the shared IT document in the “Documents” section of the client portal as shown below.

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