Navigating Your Client Portal – The Ability to View Tickets

Click on the topics below to learn more about navigating your client portal. There are additional resources in the right-side navigation on this page.

Logging In

Log in using the URL, User Name and Password you received in your Welcome email.

You can choose to have the portal store your log-in credentials for future visits.

  • Select Remember My User Name to have Client Portal automatically populate this field when you access the log-in page. You will have to specify your password.
  • Select Keep Me Logged-in on this Computer to have Client Portal automatically populate both fields when you access the log-in page. You just click LOGIN.
The Landing Page

When you log in to the Client Portal your first stop is your Landing Page, with buttons for some of the most frequent actions. Just click an option to go! If you want to hide this landing page, select the check mark at the bottom of the page.

Tickets

All open tickets you submitted or are a contact or resource on appear on the My Tickets page. Here, you can review our progress on the issue, and view any notes or attachments we have added, and add your own notes and attachments.

You can find other tickets using the pre-configured ticket filters on the Tickets drop-down menu and sub-navigation bar. Access to the Open Tickets selection is controlled by your Security Level.

You can also search for tickets by keyword or ticket number using the Ticket Search.

If the Change Management feature is enabled, you will see an additional button, My Change Approvals. Click this button to view a list of all tickets awaiting your approval or that you have approved or rejected. It will not display tickets whose Service Provider Status is Complete.

If your company is listed on any of our contracts as the “Company to bill”, you will see an additional option, End Client Tickets. Click this button to view a list of all tickets where your company is the Company to bill.

Projects

The Project tab provides access to project information, including tasks and issues, team members, schedules, notes, estimated hours, the project calendar, and project charges (if your Security Level allows this).

If your company is listed on any of our contracts as the “Company to bill”, you will see an additional button, End Client Projects. You can click this button to view a list of all projects where your company is the Company to bill.

Reports

The Reports tab provides access to financial reports for your company. Access to this tab is controlled by your Security Level.

Manage

Users with a Client Portal Manager or Taskfire security level can manage Client Portal users for their company. Taskfire Administrators have access to all the other settings to configure their internal help desk workflow.

Knowledgebase

If you see the Knowledgebase tab, you have access to articles we have published in our company’s Knowledgebase and may be able to create your own. Refer to Create and Manage Knowledgebase Articles.

Announcement (news item)

Within the Client Portal, you will notice the Announcement headline in the bar below the tabs and sub-navigation bar. This links to information from us, such as system outage notices or other important information that we want you to know. Click the [More] link to view the full announcement.

If the Change Management feature is enabled and there are change requests awaiting your approval, a second banner will appear, indicating how many change requests require your approval. Click the View link to see a list.


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