digiDocs/Getting Started/Client_Portal_Training_Guide.md

# 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

---

## 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

**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 |

3. 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

- [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.*