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Working with Client Portal access - Connect IT Community | Kaseya
<main> <article class="userContent"> <p> Introduction </p> <p>The <strong>Client Portal</strong> module enables customers to log into the PSA system and track their own issues. Client Portal access is enabled using a Contacts record of a CRM account.</p> <p>Enabling Client Portal Access</p> <h4 data-id="configuration">Configuration</h4> <ul><li>Select the CRM > <strong>Contacts</strong> page.</li> <li>Select a contact record to edit.</li> <li>Click the <strong>Client Portal Access </strong>tab.</li> <li>Set the <strong>Has Client Portal Access</strong> to Yes.</li> <li>Enter a <strong>User Name</strong> the contact will use to login to <strong>Client Portal</strong>.</li> <li>Select a <strong>Security Role</strong>. There are two built-in security roles you can use immediately that have access to the <strong>Client Portal</strong> module enabled. <ul><li> External User - Allows the client to view/edit their own profile and messages, as well as tickets assigned to them.</li> <li> External Manager - Allows the client to view/edit their own profile and messages. Also allows the client to view all of their account's tickets, contracts, and invoices.</li> </ul></li> <li>Click <strong>Save</strong>.</li> </ul><p>You can filter the <strong>Contacts</strong> page using the <strong>Has Client Portal Access</strong> option.</p> <p>Client Portal Dashboard</p> <p>Client Portal > Client Portal Dashboard</p> <p>The<strong> Client Portal Dashboard</strong> helps customers manage their activities in the system. Dashlets include:</p> <ul><li> <strong>My To-Do List</strong> - A place to set reminders. For example: check on certification for site install. Enter text, then click the calendar and set the date, or simply enter the word tomorrow.</li> <li> <strong>My Notes</strong> - A quick summary of thoughts or ideas that you don’t want to forget during the day.</li> <li> <strong>News</strong> - Company news.</li> </ul><h4 data-id="removing-my-to-do-list-items">Removing My To-Do List Items</h4> <p>The user can remove items in the <strong>My To-Do List</strong> by clicking the red X in the <strong>Already Done</strong> tab and clicking on the red X. The user can reset the <strong>My To-Do List </strong>by clicking the yellow arrow if an item was completed by mistake.</p> <h4 data-id="deleting">Deleting</h4> <p>The user can simply erase <strong>My Notes</strong> <em>by highlighting the words</em> and selecting delete on the keyboard.</p> <p>My Tickets</p> <p>Client Portal > My Tickets</p> <p>The <strong>My Tickets</strong> page manages tickets assigned to you as the <strong>Contact Person</strong> of your customer organization. If you create a new ticket using this page, the ticket is assigned to you as the customer <strong>Contact Person</strong> by default.</p> <p>When you open an existing ticket:</p> <ul><li>The <strong>Ticket View</strong> displays the general properties of the ticket.</li> <li>You can also click <strong>Add Note</strong> to add a note for support to read.</li> <li>You may also see notes about this ticket for you, as the customer contact, to review and possibly act on.</li> </ul><h4 data-id="quick-tickets">Quick Tickets</h4> <p>Security roles have a <strong>Client Portal</strong> option called <strong>Quick Tickets</strong>. When checked in a security role, customers are presented with a simplified page layout when adding new tickets. If unchecked, customers are presented with the same page layout that employees see.</p> <h4 data-id="creating-a-new-ticket">Creating a New Ticket</h4> <ol><li>Select the Client Portal > <strong>My Tickets</strong> page.</li> <li>Click <strong>New</strong>.</li> <li>Enter the following in the <strong>Quick Add Ticket</strong> page. <ul><li><strong>Site</strong></li> <li><strong>Ticket Type</strong></li> <li><strong>Priority</strong></li> <li><strong>Issue Type</strong></li> <li><strong>Sub-Issue Type</strong></li> <li><strong>Affected Hardware Asset</strong></li> <li><strong>Affected Software Asset</strong></li> <li><strong>Attach File</strong></li> <li> <strong>Title</strong> - A one-line summary of the issue.</li> <li> <strong>Details</strong> - A longer description of the issue.</li> </ul></li> </ol><p>My Profile</p> <p>Client Portal > My Profile</p> <p>The <strong>My Profile</strong> section enables you to personalize your PSA client portal experience.</p> <ul><li>Sets your PSA photo.</li> <li>Displays your personal ticket counts.</li> <li>Stores your personal information and contact information.</li> <li>Changes your password.</li> <li>Sets your default landing page when you log in.</li> </ul><h4 data-id="reviewing-my-profile">Reviewing My Profile</h4> <ol><li>Select the Settings > <strong>My Profile</strong> page.</li> <li>Review the <strong>Personal Information</strong> tab. <ul><li><strong>Reset (Photo)</strong></li> <li> <strong>Select Photo</strong> - jpg, jpeg, png, gif </li> <li><strong>User Name</strong></li> <li><strong>E-mail</strong></li> <li><strong>First Name</strong></li> <li><strong>Last Name</strong></li> </ul></li> <li>Optionally change your password using the <strong>Change Password</strong> tab. <ul><li><strong>Old Password</strong></li> <li><strong>New Password</strong></li> <li><strong>Confirm New Password</strong></li> </ul></li> <li>Optionally change the default landing page using the <strong>Preferences</strong> tab.</li> </ol><p>My Messages</p> <p>Client Portal > My Messages</p> <p>Customer contacts can use the <strong>My Messages</strong> page to send and receive messages with PSA support personnel and other customer accounts contacts. These messages are not linked to tickets.</p> <p>When you receive new messages from support personnel, you will see an envelope icon with a count of unopened tickets in the upper left-hand corner, indicating messages are waiting for you.</p> <p>Actions</p> <ul><li> <strong>Compose Message</strong> - Creates a new message.</li> <li> <strong>Reply</strong> - Replies to receives message.</li> <li> <strong>Archive/Archived</strong> - Move selected messages to the <strong>Archived</strong> folder.</li> <li> <strong>Delete</strong> - Deletes selected messages.</li> <li> <strong>Inbox</strong> - Moves selected messages to the Inbox folder.</li> <li> <strong>Starred</strong> - This folder lists messages that have the star toggled on.</li> <li> <strong>Save/Draft</strong> - Saved unsent messages are stored in the <strong>Draft</strong> folder.</li> </ul><p>Tickets </p> <p>Client Portal > Tickets</p> <p>The <strong>Tickets</strong> page manages all tickets in your customer organization, regardless of the customer contact person assigned to the ticket.</p> <p>Contracts </p> <p>Client Portal > Contracts</p> <p>The <strong>Contracts</strong> page enables you to view all <em>active</em> contracts in your customer organization.</p> <p>Contract Information</p> <ul><li><strong>Contract Name</strong></li> <li> <strong>Contract Type</strong> - Time & Materials, Recurring, Fixed Price, Retainer by Amount, Retainer by Hours. </li> <li><strong>Reference Number</strong></li> <li><strong>Start Date</strong></li> <li><strong>End Date</strong></li> <li><strong>SLA</strong></li> <li><strong>Setup Fees</strong></li> <li><strong>Contract Status</strong></li> <li><strong>Default Contract</strong></li> <li> <strong>Billing Cycle </strong>- Applies to recurring and retainer by hours contracts.</li> <li> <strong>Contract Billing Price</strong> - Applies to recurring, fixed price, and retainer by amount contracts.</li> <li> <strong>Bill Amount </strong>- Applies to fixed-priced contracts.</li> <li> <strong>Remaining Amount</strong> - Applies to fixed-price contracts.</li> <li> <strong>Consumed Amount</strong> - Applies to the retainer by amount contracts.</li> <li><strong>Description</strong></li> <li><strong>Billing Information</strong></li> <li> <strong>Contract History</strong> - Applies to recurring contracts.</li> <li> <strong>PrePaid Hours Summary</strong> - Applies to the retainer by hours contracts.</li> </ul><p>Invoices</p> <p>Client Portal > Invoices</p> <p>The <strong>Contracts</strong> page enables you to view all invoices sent by BMS to your customer organization.</p> <p>Contract Information</p> <ul><li><strong>Invoice Number</strong></li> <li><strong>Invoice Status</strong></li> <li><strong>P.O. Number</strong></li> <li><strong>From</strong></li> <li><strong>To</strong></li> <li><strong>Invoice Date</strong></li> <li><strong>Due Date</strong></li> <li><strong>Sales Representative</strong></li> <li><strong>Project</strong></li> <li><strong>Payment Due</strong></li> <li><strong>Paid Amount</strong></li> <li><strong>Total Tax</strong></li> <li><strong>Total Price</strong></li> <li><strong>Grand Total</strong></li> <li><strong>Sent On</strong></li> <li><strong>Notes</strong></li> <li><strong>Invoice Details</strong></li> <li><strong>Invoice Discount</strong></li> <li><strong>Payments</strong></li> </ul><div id="gtx-trans"> <div></div> </div> </article> </main>