digiDocs/Getting Started/Welcome_to_your_new_Portal.md

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

• Enter your Username and Password

• Click “Sign In”

Forgot your password? Click the Forgot Password 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.

Q: Can I create tickets via email? A: Yes, you can email 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 (1-506-404-0055 Ext.5 )

• Email our Support Team

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