# Welcome to your new Portal!

This guide will help you navigate and make the most of your portal experience. **Note** your portal **may not look the exact same** as the one outlined information available will depend on your assigned roles.

## Getting Started

### Logging In

- Visit [https://portal.dbits.ca](https://portal.dbits.ca/)

- Enter your **Username** and **Password**

- Click **“Sign In”**

**Forgot your password?** Click the [**Forgot Password**](https://wiki.dbits.ca/en/Customer-Portal#PassReset) link and follow the instructions to reset it.

### Dashboard Overview

Once logged in, you’ll see your main dashboard with:

- **Home:** Brings you to the main dashboard.

- **Tickets:** Shows you a overview of your tickets and status.

- **Finance:** has subcategories including:

**Invoices:** Overview of your Invoices.

- **Recurring Invoices:** Overview of your Recurring Invoices.

- **Quotes:** Overview of your Quotes.

- **Auto Payment:** Information about your AutoPay setup.

- **Technical:** has subcategories including:

**Contacts:** List of your Contacts.

- **Documents:** List of your Documents.

- **Domains:** List of your Domin Information.

- **Certificates:** List of your Certificate Information.

- **All Tickets:** Information about all your Tickets.

- **Your Profile (Name):** has subcategories including:

**Account:** Manage or view account info and settings.

- **Sign Out:** Signs you out of your Account.

## Managing Support Tickets

### Creating a New Ticket

- Click **“New Ticket”** button

- Fill out the ticket form:

**Subject:** Brief description of your issue.

- **Priority:** Choose from Low, Medium, High.

- **Category:** Select the type of issue (Hardware, Software, Network, etc.)

- **Description:** Provide detailed information about the problem.

- Click **“Raise Ticket”**

### Viewing Your Tickets

- Navigate to the **“Tickets”** section to see all your support requests

### Ticket Details

Click on any **ticket** to view:

- Full conversation history

- Status updates

- Time tracking information

- Attached files and documents

- Resolution details

### Communicating on Tickets

- Add comments or replies directly in the ticket

- Upload additional files or screenshots

- Receive email notifications for updates

- Track response times and resolution progress

## Viewing Invoices and Billing

### Invoice Management

- Go to the **“Invoices”** section

- View all current and past **Invoices**

- Check payment **Status** and **Due Dates**

- Download **PDF** copies of invoices

## Making Payments

- Online payment options (if enabled)

- View payment history

- Set up automatic payments (if available)

- Access receipts and payment confirmations

## Auto Payments

### Add Auto Payments

- Go to **Finance** and Select **Auto Payment**

- This will pull-up the **AutoPay** details you will need to provide the following:

- **Email**

- **Card Information**

- **Cardholder Name**

- **Country or Reigon**

- **Postal/Zip Code**

- Select **Save Card**

### Check Auto Payments

- Go to **Finance** and Select **Recurring Invoices**

- This will open all your **Auto Payments** as **Recurring Invoices** and you can View:

- **Scope**

- **Amount**

- **Next Bill Date**

- **Freqency**

- **Auto Pay** (where you can **Enable** and **Disable** Payments)

## Asset and Network Information

### Network Domains

- Your Currently **Owned Domains**.

- Your Current **Domain Names**.

- Your Domain **Expiry Date**.

### Web Certificates

- Name of the **Certificate**.

- Your **FQDN** (Fully Qualified Domain Name).

- Your Certificate **Issuer**.

- Your Certificate **Expiry Date**.

## Documentation and Knowledge Base

### Adding Resources

This section outlines the standard process for adding new resources to the IT Flow system. Resources may include documentation, reference materials, guides, links, or internal notes relevant to operations and support.

**General Guidelines for Adding Resources**

- Keep it **Relevant**.

- Only add resources that are accurate, useful, and applicable to your clients or internal staff.

- Use Clear **Titles**.

- Make resource **Titles** concise and **Searchable**.

- If the resource may **change** over time, include a version number or last-updated date.

- Review regularly to ensure information is still **accurate** and **up-to-date**.

- **Archive** outdated entries instead of deleting them when possible.

### Accessing Resources

Accessing Resources is possible **however** the Resource needs to be created/Added then uploaded to **Documents** after which the information can be found manually or by search bar.

- Browse help **Articles** and **Tutorials**

- **Download** user **Manuals** and **Guides**

- Access **Policies** and **Procedures**

## Self-Service Options

### Password reset instructions

There are **two ways** to reset your **password**, One while **Logged in** the other at the **customer portal login**.

- **While Logged in** go to your **Username** and select **Account**.

- On the **Profile** screen scroll down to **Password** Type your new desired password and select **Save Password**.

- While at the **Customer Portal** go to the bottom and select **“Forgot Password?”**.

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- Type your **Current email** in the provided feild and select **Reset My Password**.

- This will send you the **email password reset link** with the remaining instructions.

## Account Settings

### Profile Management

- Click on **“Technical”**

- Click on **“Contacts”**

- Click on the **Correct Profile**

- Change required **Information** (Name, Email, Roles, Portal Authentication)

- Select **Save**

## Mobile Access

### Using the Portal on Mobile

- Access through your **Mobile Browser**

- Responsive design **Adapts To Your Screen Size**

- **Full Functionality** available on smartphones and tablets

- Quick **Ticket Creation** and **Status Checking**

## Tips for Best Results

### When Creating Tickets

- **Be Specific:** Include error messages, steps to reproduce the issue

- **Include Context:** When did the issue start? What were you doing when it occurred?

- **Set Appropriate Priority:** Reserve **“High”** for business-stopping issues

### Communication Best Practices

- Respond **Promptly** to technician questions

- Keep all communication within the **Ticket** system

- Provide **Feedback** on resolutions

- Let us know if additional **Training** is needed

### Security Best Practices

- Use **Strong**, **Unique** passwords

- Log out when finished, especially on **Shared** computers

- Report **Suspicious** activity immediately

- Keep your contact information **Updated**

## Frequently Asked Questions

**Q: How do I reset my portal password? A:** Reset password instructions are [**HERE**](https://wiki.dbits.ca/en/Customer-Portal#PassReset).

**Q: Can I create tickets via email? A:** Yes, you can email [**hey@dbits.ca**](mailto:hey@dbits.ca) and a ticket will be automatically created.

**Q: How do I check the status of my ticket? A:** Log into the **Portal** and view the **“Tickets”** section, or check your **Email** for status updates.

**Q: Can I access the portal from my phone? A:** Yes, the portal is mobile-friendly and works on all modern smartphones and tablets.

**Q: Who can see my tickets and information? A:** Only authorized **technicians** and **administrators** can access your account information.

## Need Additional Help?

If you have questions about using the customer portal that aren’t covered in this guide, please:

- Create a **Support Ticket**

- Call our **Help Desk** ([1-506-988-9243](tel:1-506-988-9243) Ext.5 )

- Email our [**Support Team**](mailto:hey@dbits.ca)

We’re here to help make your IT experience as smooth as possible!