Manage tickets from the customer portal

Add contacts to customer locations and grant them access to the customer portal. Customers can use the portal to submit support requests and check ticket status. Customize the portal with your company logo and colors to reflect your brand.

Before granting portal access, configure all options in the Portal Settings menu to optimize the customer experience.

Add Knowledge items and Announcements to the Portal to help customers make the most out of their MSP Manager account.

Customize the customer portal

  1. Go to Settings > Portal > General.
  2. Add the Portal URL prefix to create the address your customers will use to access the portal. Click the link below the URL field to test the full address.
  3. Enter your Company Display Name, shown in the top-left of the portal.
  4. In the Company Logo section, click Choose File to select an image. Use a .PNG or .JPEG file with a small file size.
  5. Add your company's website in the External Homepage section. This allows customers to click your company name to visit your homepage.
  6. Set the Primary and Accent colors for the portal.
  7. Click Save Settings to apply your changes.

Enable the customer portal for each contact

After you’ve configured your portal settings, follow these steps to enable portal access for individual contacts.

  1. To view your customer list, select the Customer icon from the left navigation.
  2. Choose a customer from the list to show that customer's menu.
  3. Select Contacts to view the customer's contact list.
  4. Click Add Contact or open the Additional Options menu and click Edit Contact next to an existing contact.
  5. Enter the contact's information.
  6. Under the Customer Portal section, select one or both user roles:
    • Portal users: Can view and create tickets for themselves.
    • Portal admins: Can view and create tickets for all users in the company.
  7. Select save to update the contact.

New portal users receive a welcome email with login instructions and an auto-generated password. After logging in, they can change their password by selecting their first name in the upper-right corner of the portal and clicking Change Password.

To enable multiple portal users at once, use the Contact widget in your Workspace Page.

Create a ticket request from the portal login page

Your customers can create a ticket request directly from the portal login page without logging in to the portal.

  1. From the portal login page, customers select Create an Easy Ticket.

  2. Customers enter the ticket details, verify they are not a robot, and select Send Ticket Request.

Add notes to a ticket from MSP Manager

When you add a note to a ticket, you can make it visible to your customer in the portal.

  1. In MSP Manager, go to an open ticket, and select the Notes section of the ticket.

  2. Enter your note.

  3. To make the note Visible to the customer , turn the toggle On.

  4. Save the note so your customer can see it in the portal.

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