digiDocs/Getting Started/Ops_Portal_Guide.md

---
title: Ops Portal Guide
description: How to use the digiBandit Ops Portal to manage support tickets, invoices, and more.
category: getting-started
tags: [getting_started]
permalink: go.dbits.ca/dd/ops-portal-guide
---

# 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!