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docs: Add Client Portal Training Guide v1.0 
2-week OTJ training curriculum for customers:
- Week 1: Portal orientation, tickets, invoices, payments
- Week 2: Assets, documents, domains, contacts, profile
- 5-hour daily practical exercises
- 32 sections with hands-on activities
- Quick reference, glossary, completion checklist
2026-01-27 19:15:45 -04:00

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Client Portal Training Guide

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

Foreword

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

This guide is designed as a practical, on-the-job training curriculum. Each day combines brief instruction with hands-on exercises using your actual portal account. By the end of two weeks, you'll be confident navigating every feature available to you.

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

Recommended Learning Path

Duration: 2 Weeks | 5 Hours/Day | On-the-Job Training

Week 1: Core Skills

Day Topic Hours Activities
1 Portal Orientation 5 Login, dashboard tour, navigation practice
2 Ticket Basics 5 Create first ticket, explore ticket list, reply to ticket
3 Ticket Mastery 5 Attachments, priorities, categories, ticket history
4 Invoices & Billing 5 View invoices, download PDFs, check payment status
5 Payments & Auto-Pay 5 Make payment, set up auto-pay, recurring invoices

Week 2: Advanced Features

Day Topic Hours Activities
6 Assets & Equipment 5 View assigned assets, warranty info, asset details
7 Documents & Domains 5 Access shared documents, view domain/certificate info
8 Contacts & Profile 5 Update profile, manage contacts, change password
9 Mobile & Efficiency 5 Mobile access practice, keyboard shortcuts, tips
10 Review & Certification 5 Complete all exercises, practical assessment

Table of Contents

Part I: Getting Started

  1. Accessing the Portal
  2. Logging In
  3. Password Reset
  4. Dashboard Overview

Part II: Support Tickets

  1. Creating a New Ticket
  2. Viewing Your Tickets
  3. Ticket Details
  4. Replying to Tickets
  5. Attachments and Screenshots
  6. Ticket Priorities
  7. Email Notifications

Part III: Invoices & Payments

  1. Viewing Invoices
  2. Invoice Details
  3. Making Payments
  4. Recurring Invoices
  5. Setting Up Auto-Pay
  6. Payment History

Part IV: Technical Information

  1. Your Assets
  2. Company Documents
  3. Domain Information
  4. SSL Certificates

Part V: Account Management

  1. Your Profile
  2. Changing Your Password
  3. Managing Contacts
  4. Contact Permissions

Part VI: Tips & Best Practices

  1. Mobile Access
  2. Creating Effective Tickets
  3. Security Best Practices
  4. Frequently Asked Questions

Appendix

  1. Quick Reference Card
  2. Glossary
  3. 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

Day 1 Exercise: Open the portal URL in your browser and bookmark it for quick access.

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.

Day 1 Exercise: Log in to the portal and verify you reach the dashboard.

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

Day 1 Exercise: Identify which cards appear on your dashboard. Note what permissions you have.

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
  1. Click Raise Ticket

Day 2 Exercise: Create a test ticket with subject "Portal Training - Test Ticket" to practice the process.

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.)

Day 2 Exercise: Find the test ticket you created. Note its ticket number.

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

Day 2 Exercise: Open your test ticket and read through all the information displayed.

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

Day 2 Exercise: Add a reply to your test ticket saying "Testing reply functionality."

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

Day 3 Exercise: Take a screenshot of your dashboard and attach it to your test ticket.

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.

Day 3 Exercise: Review your test ticket's priority. Consider what priority you would assign to common 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

Day 4 Exercise: Navigate to the Invoices section and review any available invoices.

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

Day 4 Exercise: Download a PDF copy of an invoice for your records.

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

Day 4 Exercise: Locate the payment option on an unpaid invoice (do not complete if not ready to pay).

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

Day 5 Exercise: Review your recurring invoices and note the next billing dates.

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

Day 5 Exercise: Navigate to Auto Payment and review the setup process (complete if desired).

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.

Day 6 Exercise: Review any assets assigned to you. Note warranty expiration dates.

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

Day 7 Exercise: Browse available documents. Download any relevant to your role.

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

Day 7 Exercise: Review any domains associated with your organization.

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

Day 7 Exercise: Check if any certificates are expiring soon.

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

Day 8 Exercise: Review your profile. Update any outdated information.

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

Day 8 Exercise: Practice the password change workflow (consider actually updating if it's been a while).

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

Day 8 Exercise: Review the contacts listed for your organization.

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

Day 9 Exercise: Access the portal from your phone. Create a test ticket using mobile.

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.

Day 9 Exercise: Review a past ticket. How could the description be improved?

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

Day 9 Exercise: Review your password strength. Consider updating if weak.

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

Completion Checklist

Use this checklist to verify you've completed all training activities:

Week 1

  • Day 1: Logged in successfully, toured dashboard, bookmarked portal
  • Day 2: Created test ticket, viewed ticket list, added reply
  • Day 3: Attached screenshot, reviewed priorities, explored ticket details
  • Day 4: Viewed invoices, downloaded PDF, located payment option
  • Day 5: Reviewed recurring invoices, explored auto-pay setup

Week 2

  • Day 6: Reviewed assigned assets, noted warranty dates
  • Day 7: Browsed documents, checked domains and certificates
  • Day 8: Updated profile, reviewed contacts, changed password
  • Day 9: Accessed portal on mobile, reviewed security practices
  • Day 10: Completed all exercises, ready for independent use

Sources & References

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.