docs: Add merged Ops Portal Guide

Combines Welcome_to_your_new_Portal.md and Client_Portal_Guide.md: - digiBandit branding (ops.dbits.ca, hey@dbits.ca, 506-404-0055) - Comprehensive structure with tables - Contact permissions breakdown - Priority/response times - Quick reference and glossary - Streamlined for reference use
2026-01-27 19:33:31 -04:00 · 2026-01-27 19:33:31 -04:00 · 683c8fe027
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+# Ops Portal Guide
+
+**Version:** 1.0
+**Last Updated:** January 2026
+
+---
+
+## Welcome
+
+Welcome to your digiBandit Ops Portal. This guide will help you navigate the portal to manage support tickets, view invoices, track assets, and communicate with our team.
+
+**Note:** Your portal view depends on your assigned roles. You may not see all features described here.
+
+**Portal URL:** [https://ops.dbits.ca](https://ops.dbits.ca)
+
+---
+
+## Table of Contents
+
+- [Part I: Getting Started](#part-i-getting-started)
+- [Part II: Support Tickets](#part-ii-support-tickets)
+- [Part III: Invoices & Payments](#part-iii-invoices--payments)
+- [Part IV: Technical Information](#part-iv-technical-information)
+- [Part V: Account Management](#part-v-account-management)
+- [Part VI: Tips & Best Practices](#part-vi-tips--best-practices)
+- [Appendix](#appendix)
+
+---
+
+## Part I: Getting Started
+
+### Logging In
+
+1. Visit [ops.dbits.ca](https://ops.dbits.ca)
+2. Enter your **Email Address** and **Password**
+3. Click **Sign In**
+
+**First-Time Login:**
+- Credentials are sent via email
+- You may be prompted to change your password
+- We recommend using a password manager
+
+**Microsoft SSO:** If your organization uses Microsoft 365, you may see a "Sign in with Microsoft" option.
+
+**Forgot your password?** Click **Forgot Password** and follow the instructions, or see [Password Reset](#password-reset).
+
+---
+
+### Dashboard Overview
+
+After logging in, your dashboard displays personalized information based on your contact permissions.
+
+**Navigation Menu:**
+
+| Menu Item | What It Shows |
+|-----------|---------------|
+| Home | Dashboard with summary cards |
+| Tickets | Your support tickets |
+| Finance | Invoices, Quotes, Recurring Invoices, Auto-Pay |
+| Technical | Contacts, Documents, Domains, Certificates, All Tickets |
+| Your Name | Account settings and Sign Out |
+
+**Dashboard Cards by Role:**
+
+| Role | Cards Displayed |
+|------|-----------------|
+| All Users | New Ticket button, Your Assigned Assets |
+| Billing Contact | + Account Balance, Recurring Monthly total |
+| Technical Contact | + Domains Expiring, Certificates Expiring, Asset Warranties |
+
+---
+
+### Password Reset
+
+**From the Login Page:**
+1. Click **Forgot Password?**
+2. Enter your registered email
+3. Click **Reset My Password**
+4. Check your email for the reset link
+5. Create a new password
+
+**While Logged In:**
+1. Click your **Name** (top-right)
+2. Select **Account**
+3. Scroll to **Password**
+4. Enter your new password
+5. Click **Save Password**
+
+---
+
+## Part II: Support Tickets
+
+### Creating a New Ticket
+
+1. Click **New Ticket** (blue button on dashboard)
+2. Fill out the form:
+
+| Field | Description | Required |
+|-------|-------------|----------|
+| Subject | Brief summary of your issue | Yes |
+| Priority | Low, Medium, or High | Yes |
+| Category | Type of issue (Hardware, Software, etc.) | No |
+| Description | Detailed explanation | Yes |
+| Attachments | Screenshots or files | No |
+
+3. Click **Raise Ticket**
+
+**You can also create tickets by emailing [hey@dbits.ca](mailto:hey@dbits.ca)** - a ticket is created automatically.
+
+---
+
+### Viewing Your Tickets
+
+1. Click **Tickets** in the navigation menu
+2. Browse your list of tickets
+
+**Ticket List Shows:**
+- Ticket number
+- Subject line
+- Current status
+- Last update date
+- Priority level
+
+Use the search box or status filter to find specific tickets.
+
+---
+
+### Ticket Details
+
+Click any ticket to view:
+- Complete conversation history
+- All replies (yours and technician's)
+- File attachments
+- Time tracking (if visible)
+- Status and priority
+- Assigned technician
+
+**Status Meanings:**
+
+| Status | Meaning |
+|--------|---------|
+| Open | Active and being worked on |
+| In Progress | Technician is actively working |
+| Waiting on Client | We need information from you |
+| Waiting on Vendor | Waiting for third-party response |
+| Closed | Resolved and completed |
+
+---
+
+### Replying to Tickets
+
+1. Open the ticket
+2. Scroll to the reply box
+3. Type your message
+4. Click **Reply**
+
+You can also reply directly to email notifications - your reply is added to the ticket.
+
+---
+
+### Attachments and Screenshots
+
+**To Attach Files:**
+1. In a new ticket or reply, look for the attachment option
+2. Click to upload or drag-and-drop
+3. Supported formats: Images, PDFs, documents
+
+**Taking Screenshots:**
+- **Windows:** `Windows + Shift + S`
+- **Mac:** `Cmd + Shift + 4`
+- **Mobile:** Power + Volume buttons (varies by device)
+
+---
+
+### Ticket Priorities
+
+| Priority | Use When | Response Time |
+|----------|----------|---------------|
+| **High** | Business stopped, security risk, multiple users affected | 15-30 minutes |
+| **Medium** | Major function impaired, workaround exists | Within 2 hours |
+| **Low** | Minor issue, general question, single user | Same business day |
+
+**Important:** Reserve High priority for genuine emergencies.
+
+---
+
+## Part III: Invoices & Payments
+
+**Note:** Invoice access requires Billing Contact or Primary Contact permissions.
+
+### Viewing Invoices
+
+1. Click **Finance** > **Invoices**
+2. Browse the invoice list
+
+**Invoice List Shows:**
+- Invoice number
+- Date issued
+- Amount
+- Status (Paid, Unpaid, Partial)
+- Due date
+
+Click any invoice to view details or download PDF.
+
+---
+
+### Making Payments
+
+1. Open the invoice
+2. Click **Pay Now**
+3. Enter payment details
+4. Confirm the payment
+
+**Payment Methods:** Visa, Mastercard, Amex (PCI compliant)
+
+---
+
+### Recurring Invoices
+
+1. Click **Finance** > **Recurring Invoices**
+
+| Field | Meaning |
+|-------|---------|
+| Scope | What the charge covers |
+| Amount | Regular payment amount |
+| Next Bill Date | When the next invoice generates |
+| Frequency | Monthly, Yearly, etc. |
+| Auto Pay | Enable/disable automatic payment |
+
+---
+
+### Setting Up Auto-Pay
+
+1. Click **Finance** > **Auto Payment**
+2. Enter your card details:
+   - Email address
+   - Card number
+   - Expiration date
+   - CVV
+   - Cardholder name
+   - Billing address
+3. Click **Save Card**
+
+Card details are encrypted. We never see your full card number.
+
+---
+
+## Part IV: Technical Information
+
+**Note:** Technical sections require Technical Contact or Primary Contact permissions.
+
+### Your Assets
+
+1. Click **Technical** > view assets
+
+**Asset Information:**
+- Device name and type
+- Make and model
+- Serial number
+- Installation date
+- Warranty expiration
+- Assigned user
+
+Your personally assigned devices also appear on the dashboard.
+
+---
+
+### Company Documents
+
+1. Click **Technical** > **Documents**
+2. Browse or search for documents
+
+Download documents by clicking on them.
+
+---
+
+### Domain Information
+
+1. Click **Technical** > **Domains**
+
+**Domain Details:**
+- Domain name
+- Registrar
+- Expiration date
+- DNS information
+
+Domains expiring within 45 days appear on your dashboard.
+
+---
+
+### SSL Certificates
+
+1. Click **Technical** > **Certificates**
+
+**Certificate Details:**
+- Certificate name
+- FQDN (Fully Qualified Domain Name)
+- Issuer
+- Expiration date
+
+Expired certificates cause browser warnings and may impact email.
+
+---
+
+## Part V: Account Management
+
+### Your Profile
+
+1. Click your **Name** (top-right)
+2. Select **Account**
+
+**Editable Information:**
+- Display name
+- Phone numbers
+- Email address
+- Profile photo
+
+---
+
+### Managing Contacts
+
+Primary and Technical contacts can manage organization contacts.
+
+1. Click **Technical** > **Contacts**
+
+**To Add a Contact:**
+1. Click **Add Contact**
+2. Fill in required information
+3. Set permissions
+4. Save
+
+---
+
+### Contact Permissions
+
+| Type | Portal Access |
+|------|---------------|
+| **Standard** | Tickets, own profile, assigned assets |
+| **Billing** | + Invoices, payments, quotes, recurring invoices |
+| **Technical** | + Assets, documents, domains, certificates, all tickets |
+| **Primary** | Full access to all features |
+
+Contacts can have multiple types (e.g., Billing AND Technical).
+
+---
+
+## Part VI: Tips & Best Practices
+
+### Creating Effective Tickets
+
+**Subject Line Tips:**
+- Be specific: "Outlook won't open" vs "Email issue"
+- Include location: "Printer on 2nd floor jammed"
+- Mention scope: "All sales team cannot access CRM"
+
+**Description Best Practices:**
+- **What happened:** Describe the problem clearly
+- **When it started:** Note the date/time
+- **What you tried:** List troubleshooting steps taken
+- **Error messages:** Copy exact text or screenshot
+- **Impact:** How this affects your work
+
+**Example:**
+```
+Subject: Cannot print to HP LaserJet in Conference Room B
+
+Started this morning around 9 AM. Print jobs show as
+sent but nothing prints. Other printers work fine.
+Tried restarting my computer - no change.
+Error shows "Printer offline" but the printer is on
+and has paper. Need this for client meeting at 2 PM.
+```
+
+---
+
+### Mobile Access
+
+The portal works on all modern smartphones and tablets.
+
+- Bookmark for quick access
+- Use "Add to Home Screen" for app-like access
+- Camera integration for quick photo attachments
+
+---
+
+### Security Best Practices
+
+- Use strong, unique passwords
+- Log out on shared computers
+- Report suspicious activity immediately
+- Keep your contact information updated
+
+---
+
+## Appendix
+
+### Quick Reference
+
+| Task | Navigation |
+|------|------------|
+| Create Ticket | Dashboard > New Ticket |
+| View Tickets | Tickets (top menu) |
+| View Invoices | Finance > Invoices |
+| Pay Invoice | Finance > Invoices > [Select] > Pay Now |
+| Set Up Auto-Pay | Finance > Auto Payment |
+| View Assets | Technical > Assets |
+| View Documents | Technical > Documents |
+| Update Profile | [Your Name] > Account |
+| Change Password | [Your Name] > Account > Password |
+| Sign Out | [Your Name] > Sign Out |
+
+---
+
+### Glossary
+
+| Term | Definition |
+|------|------------|
+| **Asset** | Hardware or equipment tracked in the system |
+| **Auto-Pay** | Automatic payment from saved card |
+| **Billing Contact** | User with access to financial information |
+| **Certificate** | SSL/TLS security certificate for websites |
+| **Domain** | Internet address (e.g., company.com) |
+| **FQDN** | Fully Qualified Domain Name |
+| **Primary Contact** | Main contact with full portal access |
+| **Recurring Invoice** | Automatically generated regular invoice |
+| **Technical Contact** | User with access to technical information |
+| **Ticket** | Support request or issue report |
+
+---
+
+### FAQ
+
+**Q: Can I create tickets by email?**
+A: Yes, email [hey@dbits.ca](mailto:hey@dbits.ca) and a ticket is created automatically.
+
+**Q: Why can't I see invoices?**
+A: Invoice access requires Billing or Primary contact permissions.
+
+**Q: How do I check the status of my ticket?**
+A: Log into the portal and view **Tickets**, or check your email for status updates.
+
+**Q: Can I access the portal from my phone?**
+A: Yes, the portal is mobile-friendly.
+
+**Q: Who can see my tickets?**
+A: Only authorized technicians and administrators.
+
+**Q: How long are tickets kept?**
+A: Tickets are retained indefinitely for your records.
+
+---
+
+### Need Help?
+
+- **Create a Support Ticket** in the portal
+- **Call:** [1-506-404-0055](tel:1-506-404-0055) Ext. 5
+- **Email:** [hey@dbits.ca](mailto:hey@dbits.ca)
+
+We're here to help!