# Client Portal Guide

**Version:** 1.0
**Last Updated:** January 2026
**Audience:** Customers and End Users

---

## Foreword

Welcome to your Client Portal Guide. This document will help you navigate our customer portal to manage support tickets, view invoices, track assets, and communicate with our team.

**What You'll Learn:**
- Navigate the portal dashboard
- Create and manage support tickets effectively
- View and pay invoices
- Access your technical documentation
- Manage contacts and profile settings

---

## Table of Contents

### Part I: Getting Started
1. [Accessing the Portal](#1-accessing-the-portal)
2. [Logging In](#2-logging-in)
3. [Password Reset](#3-password-reset)
4. [Dashboard Overview](#4-dashboard-overview)

### Part II: Support Tickets
5. [Creating a New Ticket](#5-creating-a-new-ticket)
6. [Viewing Your Tickets](#6-viewing-your-tickets)
7. [Ticket Details](#7-ticket-details)
8. [Replying to Tickets](#8-replying-to-tickets)
9. [Attachments and Screenshots](#9-attachments-and-screenshots)
10. [Ticket Priorities](#10-ticket-priorities)
11. [Email Notifications](#11-email-notifications)

### Part III: Invoices & Payments
12. [Viewing Invoices](#12-viewing-invoices)
13. [Invoice Details](#13-invoice-details)
14. [Making Payments](#14-making-payments)
15. [Recurring Invoices](#15-recurring-invoices)
16. [Setting Up Auto-Pay](#16-setting-up-auto-pay)
17. [Payment History](#17-payment-history)

### Part IV: Technical Information
18. [Your Assets](#18-your-assets)
19. [Company Documents](#19-company-documents)
20. [Domain Information](#20-domain-information)
21. [SSL Certificates](#21-ssl-certificates)

### Part V: Account Management
22. [Your Profile](#22-your-profile)
23. [Changing Your Password](#23-changing-your-password)
24. [Managing Contacts](#24-managing-contacts)
25. [Contact Permissions](#25-contact-permissions)

### Part VI: Tips & Best Practices
26. [Mobile Access](#26-mobile-access)
27. [Creating Effective Tickets](#27-creating-effective-tickets)
28. [Security Best Practices](#28-security-best-practices)
29. [Frequently Asked Questions](#29-frequently-asked-questions)

### Appendix
30. [Quick Reference Card](#30-quick-reference-card)
31. [Glossary](#31-glossary)
32. [Getting Help](#32-getting-help)

---

## Part I: Getting Started

### 1. Accessing the Portal

The client portal is accessible from any web browser on your computer, tablet, or smartphone.

**Portal URL:** Your IT provider will give you the specific portal address.

**Supported Browsers:**
- Google Chrome (recommended)
- Mozilla Firefox
- Microsoft Edge
- Safari

---

### 2. Logging In

1. Navigate to the portal URL
2. Enter your **Email Address**
3. Enter your **Password**
4. Click **Sign In**

**First-Time Login:**
- Your IT provider will send login credentials via email
- You may be prompted to change your password on first login
- Store your credentials securely (we recommend a password manager)

**Microsoft SSO:** If your organization uses Microsoft 365, you may see a "Sign in with Microsoft" option for single sign-on.

---

### 3. Password Reset

**From the Login Page:**
1. Click **Forgot Password?** below the sign-in button
2. Enter your registered email address
3. Click **Reset My Password**
4. Check your email for the reset link
5. Click the link and create a new password

**While Logged In:**
1. Click your **Name** in the top-right corner
2. Select **Account**
3. Scroll to the **Password** section
4. Enter your new password
5. Click **Save Password**

**Password Requirements:**
- Minimum 8 characters (recommended: 12+)
- Mix of uppercase, lowercase, numbers, and symbols
- Avoid dictionary words and personal information

---

### 4. Dashboard Overview

After logging in, your dashboard displays personalized information based on your contact permissions.

**Standard View (All Users):**
- **New Ticket** button - Quick access to create support requests
- **Your Assigned Assets** - Devices and equipment assigned to you

**Billing View (Billing Contacts):**
- **Account Balance** - Outstanding amount owed
- **Recurring Monthly** - Your monthly subscription total

**Technical View (Technical Contacts):**
- **Domains Expiring** - Domains requiring renewal soon
- **Certificates Expiring** - SSL certificates needing attention
- **Asset Warranties** - Equipment with expiring warranties

**Navigation Menu:**
| Menu Item | What It Shows |
|-----------|---------------|
| Home | Dashboard with summary cards |
| Tickets | Your support tickets |
| Finance | Invoices, Quotes, Auto-Pay |
| Technical | Contacts, Documents, Domains, Certificates, All Tickets |
| Your Name | Account settings and Sign Out |

---

## Part II: Support Tickets

### 5. Creating a New Ticket

Tickets are the primary way to request support, report issues, or ask questions.

**To Create a Ticket:**
1. Click the **New Ticket** button (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**

---

### 6. Viewing Your Tickets

**To View All 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

**Filtering Tickets:**
- Use the search box to find specific tickets
- Filter by status (Open, Closed, etc.)

---

### 7. Ticket Details

Click any ticket to view full details.

**Ticket View Includes:**
- 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 |

---

### 8. Replying to Tickets

Keep all communication in the ticket for a complete record.

**To Reply:**
1. Open the ticket
2. Scroll to the reply box at the bottom
3. Type your message
4. Click **Reply**

**Tips:**
- Be specific and include relevant details
- Quote error messages exactly
- Mention any changes since your last message
- Respond promptly when asked questions

---

### 9. Attachments and Screenshots

Visual information helps technicians understand issues faster.

**To Attach Files:**
1. In a new ticket or reply, look for the attachment option
2. Click to upload or drag-and-drop files
3. Supported formats: Images, PDFs, documents

**Taking Screenshots:**
- **Windows:** Press `Windows + Shift + S` to snip
- **Mac:** Press `Cmd + Shift + 4` to select area
- **Mobile:** Power + Volume buttons (varies by device)

**What to Capture:**
- Error messages (exact text)
- Unexpected behavior
- Settings screens
- Before/after comparisons

---

### 10. Ticket Priorities

Set appropriate priority to help us respond correctly.

| Priority | Use When | Expected Response |
|----------|----------|-------------------|
| **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. Overusing it delays response to actual critical issues.

---

### 11. Email Notifications

Stay informed without logging in.

**You'll Receive Emails When:**
- A technician replies to your ticket
- Your ticket status changes
- A ticket is closed

**Replying by Email:**
- You can reply directly to notification emails
- Your reply is added to the ticket
- Keep your email address current

**Managing Notifications:**
- Notifications go to your registered email
- Check spam/junk if not receiving them
- Contact support if email address needs updating

---

## Part III: Invoices & Payments

### 12. Viewing Invoices

**Note:** Invoice access requires Billing Contact or Primary Contact permissions.

**To View Invoices:**
1. Click **Finance** in the navigation
2. Select **Invoices**
3. Browse the invoice list

**Invoice List Shows:**
- Invoice number
- Date issued
- Amount
- Status (Paid, Unpaid, Partial)
- Due date

---

### 13. Invoice Details

Click any invoice to see complete information.

**Invoice View Includes:**
- Company information
- Line items with descriptions
- Quantities and unit prices
- Subtotals and taxes
- Payment terms
- Outstanding balance

**Downloading Invoices:**
- Click **Download PDF** to save a copy
- Use for expense reports or records
- PDF includes all invoice details

---

### 14. Making Payments

Pay invoices directly through the portal (if online payments are enabled).

**To Pay an Invoice:**
1. Open the invoice
2. Click **Pay Now** or **Make Payment**
3. Enter payment details
4. Confirm the payment

**Payment Methods:**
- Credit/Debit Card (Visa, Mastercard, Amex)
- Payment processing is secure (PCI compliant)

**Payment Confirmation:**
- Receipt displayed on screen
- Confirmation email sent
- Invoice status updates automatically

---

### 15. Recurring Invoices

Regular subscriptions and services appear as recurring invoices.

**To View Recurring Invoices:**
1. Click **Finance**
2. Select **Recurring Invoices**

**Recurring Invoice Details:**
| Field | Meaning |
|-------|---------|
| Scope | What the charge covers |
| Amount | Regular payment amount |
| Next Bill Date | When the next invoice generates |
| Frequency | How often (Monthly, Yearly, etc.) |
| Auto Pay | Whether automatic payment is enabled |

---

### 16. Setting Up Auto-Pay

Never miss a payment with automatic billing.

**To Enable Auto-Pay:**
1. Click **Finance** > **Auto Payment**
2. Enter your card details:
   - Email address
   - Card number
   - Expiration date
   - Security code (CVV)
   - Cardholder name
   - Billing address
3. Click **Save Card**

**Managing Auto-Pay:**
- Toggle auto-pay on/off per recurring invoice
- Update card details anytime
- Remove saved cards from your account

**Security:**
- Card details are encrypted
- We never see your full card number
- Payments process through secure gateway

---

### 17. Payment History

Track all your payments in one place.

**Finding Payment History:**
- View paid invoices in the Invoices section
- Filter by "Paid" status
- Check individual invoices for payment dates

**Payment Records Show:**
- Payment date
- Amount paid
- Payment method
- Invoice applied to

---

## Part IV: Technical Information

### 18. Your Assets

View equipment and devices managed on your behalf.

**Note:** Asset access requires Technical Contact or Primary Contact permissions.

**To View Assets:**
1. Click **Technical**
2. Select your company's assets section
3. Browse the asset list

**Asset Information:**
- Device name and type
- Make and model
- Serial number
- Installation date
- Warranty expiration
- Assigned user

**Assigned Assets:**
Your personally assigned devices appear on the dashboard.

---

### 19. Company Documents

Access shared documentation and files.

**To View Documents:**
1. Click **Technical**
2. Select **Documents**
3. Browse or search for documents

**Common Document Types:**
- Network diagrams
- User guides
- Policies and procedures
- Configuration notes
- Training materials

**Downloading Documents:**
- Click on any document to view
- Download to your device if needed

---

### 20. Domain Information

Track your organization's internet domains.

**Note:** Domain access requires Technical Contact permissions.

**To View Domains:**
1. Click **Technical**
2. Select **Domains**

**Domain Details:**
- Domain name (e.g., yourcompany.com)
- Registrar
- Expiration date
- DNS information

**Expiration Alerts:**
- Domains expiring within 45 days appear on your dashboard
- Renew before expiration to avoid service interruption

---

### 21. SSL Certificates

Monitor security certificates for your websites.

**Note:** Certificate access requires Technical Contact permissions.

**To View Certificates:**
1. Click **Technical**
2. Select **Certificates**

**Certificate Details:**
- Certificate name
- FQDN (Fully Qualified Domain Name)
- Issuer (Let's Encrypt, DigiCert, etc.)
- Expiration date

**Why Certificates Matter:**
- Enable HTTPS (secure browsing)
- Expired certificates cause browser warnings
- May impact email and other services

---

## Part V: Account Management

### 22. Your Profile

Update your personal information and preferences.

**To Access Your Profile:**
1. Click your **Name** in the top-right corner
2. Select **Account**

**Editable Information:**
- Display name
- Phone numbers
- Email address (may require verification)
- Profile photo

---

### 23. Changing Your Password

Regularly update your password for security.

**To Change Password:**
1. Click your **Name** > **Account**
2. Scroll to **Password** section
3. Enter your new password
4. Click **Save Password**

**Password Tips:**
- Use a unique password for this portal
- Consider a password manager
- Change immediately if you suspect compromise
- Never share your password

---

### 24. Managing Contacts

Primary and Technical contacts can manage their organization's contacts.

**To View Contacts:**
1. Click **Technical**
2. Select **Contacts**

**Contact Information:**
- Name and title
- Department
- Phone and email
- Portal access status
- Assigned permissions

**Adding a Contact:**
1. Click **Add Contact**
2. Fill in required information
3. Set permissions (see next section)
4. Save the contact

---

### 25. Contact Permissions

Different contact types see different portal features.

**Contact Types:**
| 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 |

**Important Notes:**
- Contacts can have multiple types (e.g., Billing AND Technical)
- Primary contacts have full visibility
- Only Primary/Technical contacts can manage other contacts

---

## Part VI: Tips & Best Practices

### 26. Mobile Access

The portal works on all modern smartphones and tablets.

**Mobile Features:**
- Full functionality (create tickets, view invoices, etc.)
- Responsive design adapts to screen size
- Camera integration for quick photo attachments

**Mobile Tips:**
- Bookmark the portal for quick access
- Use "Add to Home Screen" for app-like access
- Rotate to landscape for wider tables

---

### 27. Creating Effective Tickets

Help us help you faster with well-written tickets.

**Subject Line Tips:**
- Be specific: "Outlook won't open" vs "Email issue"
- Include location if relevant: "Printer on 2nd floor jammed"
- Mention user count: "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 Good Ticket:**
```
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.
```

---

### 28. Security Best Practices

Protect your account and organization.

**Password Security:**
- Use unique, strong passwords
- Enable two-factor authentication if available
- Never share login credentials
- Log out on shared or public computers

**Email Security:**
- Verify sender before clicking links
- Official portal emails come from known addresses
- When in doubt, log in directly (don't click email links)

**Reporting Issues:**
- Report suspicious activity immediately
- Create a high-priority ticket for security concerns
- Never ignore warning signs

---

### 29. Frequently Asked Questions

**Q: Can I create tickets by email?**
A: Yes, email support@[yourprovider] and a ticket is created automatically.

**Q: Why can't I see invoices?**
A: Invoice access requires Billing or Primary contact permissions. Contact your administrator.

**Q: Can multiple people work on the same ticket?**
A: Yes, all contacts can view and reply to tickets (visibility depends on permissions).

**Q: How do I add someone to the portal?**
A: Primary or Technical contacts can add new contacts via Technical > Contacts > Add Contact.

**Q: What happens when a ticket is closed?**
A: Closed tickets remain visible for your records. You can request reopening if needed.

**Q: Is the portal accessible 24/7?**
A: Yes, the portal is always available. Support hours vary by provider.

**Q: How long are tickets kept?**
A: Tickets are retained indefinitely for your records and ours.

---

## Appendix

### 30. Quick Reference Card

**Common Actions:**

| 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 |

**Keyboard Shortcuts:**
- `Tab` - Move between form fields
- `Enter` - Submit forms
- `Ctrl/Cmd + F` - Search on page

---

### 31. 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 (complete address) |
| **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 |

---

### 32. Getting Help

**For Portal Issues:**
- Create a support ticket
- Call our help desk
- Email our support team

**For Training Questions:**
- Review this guide
- Ask your IT administrator
- Contact support for clarification

**For Account Problems:**
- Use "Forgot Password" for login issues
- Contact support if locked out
- Your administrator can reset access

---

## Sources & References

- [ITFlow Official Documentation](https://docs.itflow.org/)
- [ITFlow Contacts Guide](https://docs.itflow.org/contacts)
- ITFlow Client Portal (v25.12)
- [Welcome to your new Portal](Welcome_to_your_new_Portal.md)
- [Tickets and Ticketing](Tickets_and_Ticketing.md)

---

*This guide is designed for general ITFlow client portal usage. Your specific portal may have additional features or different configurations based on your IT provider's setup.*