Setting up your client portal
To enable your client to keep track of their ticket information, project status, and invoices, from the client portal, you have to add them as requesters. The added requesters can be given appropriate permissions based on their roles.
You can learn more about setting up requester roles like client admin, approver, requester, and any other custom roles from here.
Once you add someone as a requester and set them with the proper permissions, they will receive an email to log in. Your client can set a password for their portal and begin using it right away.
What’s in the client portal?
On the home screen of the client portal, they can view the status of all the tickets and projects available under their company/companies.
By clicking the Assets tab on the left pane, requesters can now view a list of all assets connected to the client to which they belong.
Under the Company tab, your client can see all the information related to each business unit or company they are tied to.
📝 Note: If a requester is part of multiple clients, they can switch between different clients to choose what info they want to see.
By clicking on a company, the client can view the following details:
Status of all the tickets related to the company
Conversations they have with their MSPs.
If you share any dashboard with the client to view, they can find it under the conversations tab.
Quotes and invoices - here they can see all the invoices raised by the MSPs.
If you are integrated with a payment processing platform like Stripe, clients can directly pay from there, after viewing the invoice.
All conversations related to this invoice will be displayed here.
Clients can go to Home > Project Views to know about the status of the project from their portal.
📝 Note:
If you want your clients to know the project status, you should give them the following permissions:
The project owner from the MSP side should check the “Show this project to client” for each project that the client may want to see.
By default, requesters will only be able to view the assets that have been mapped to them. Enable “All assets” and “Asset” permissions from Requester Roles if you’d like all assets to be visible to a requester.
Give view permission for Project Management under the Requester roles setting at the time of configuration.
3. IT documents
Clients can see any IT documents you’ve shared with them here. You can share SOPs or troubleshooting guides for smaller issues to help clients fix issues on their own before they reach out to you for assistance.
📝 Note:
You can only share individual IT documents with clients. You can’t share IT document categories as a whole.
If the document is not associated with any client, it can be shared with multiple clients.
In order for the clients to view the documents shared, the MSP must enable view permission from the Asset Management section in the Requester role settings.
📝 Note:
Only clients associated with the document can see the document.
If you’re changing the client in an IT document, then you’ll need to withdraw access from the previous client and share it with the new client. Don’t worry, we’ll remind when you that’s the case.
Keep in mind, the previous client will still have access to the IT documents until access is withdrawn.
4. Clients can also raise tickets directly from their portal. All they have to do is click Create from the home screen. They no longer have to call you or send you an email for raising a ticket.
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