Introduction:

There are 4 roles you can assign to a Client Portal user: User, Accounting User, Manager and Admin. This KB article outlines the differences between those roles, and how you can change the role of a Client Portal User.

Role Details:

Assigning a Role to a Client Portal User:

1. Navigate to Client Portal -> Portal Users
2. Select your Client Portal configuration from the drop-down menu
3. In the Actions column, click the pencil icon to edit the Portal User
4. In the Role drop-down menu, choose the Role you want to assign to the user
5. Click the Update button

Introduction

The Client Portal feature within the MSP Process platform is feature-rich and intuitive to use, but did you also know that it's available as a mobile app? We've built two different apps for the Client Portal - one for your Technicians, and another for your End-Users. Let's take a look!

Technician App

The Technician app is available for both iOS and Android, from the following URLs:

iOS: https://apps.apple.com/us/app/msp-process/id6447599630 

Android: https://play.google.com/store/apps/details?id=vn.starlingtech.likemagic 

The app allows your Technicians to chat with end-users, view their tickets, add ticket notes, and more!

End-User App

The End-User app allows your customers to create and update tickets, chat with your Technicians, request a Technician Verification, and get notifications. The app is branded with your MSP's logo and colors, enhancing the visibility of your brand to your customers.

iOS: https://apps.apple.com/us/app/msp-client-portal/id6469681233 

Android: https://play.google.com/store/apps/details?id=com.app.mspclient 

To Enable Notifications for Client Portal chat there are two components to it. The first is to enable notifications on your MSP Process account. You can do this by going to the profile icon in the top right next to your name as shown below: 

Turn on and set your email or SMS notification preferences: 

Then go to Client Portal -> Configurations and edit your configuration as shown below: 

Enable Notifications and set it to 1 min for the fastest notification. Then click one or more users who will get notified on inbound client portal chat requests. 

Click Submit. If you select more than 1 user the system will round robin notifications. 

Now that you have created a Client Portal using the "Client Portal Creation" KB article, it is time to invite your clients to use the CIient Portal. This can be done singularly or in bulk. Both will be described in this article.

To access the list of your clients who may be invited to the Client Portal: choose Ticketing -> PSA Contacts.

Singular Client Invite

First, find the user that you would like to invite. You can narrow down the options by putting search terms in the appropriate search box of the appropriate column. Next, click on the "monitor" icon on the appropriate user that you wish to send an invitation to.

Finally, when the dialog box appears, choose the appropriate Client Portal. If you set a password, this will be the password that the user uses in combination with their email address. If you leave the Password box blank, the user will be requested to update/create their password on the first login. 

The email will be sent out using the default Client Portal Invite template. If you wish to change this template, please review KB article "Customize Client Portal Invite Email".

Bulk Client Invite

First, choose the clients that you would like to invite to the Client Portal. They can be filtered by Company or any of the other searchable criteria. Once they invitees have been selected, click on "Send Invites" on the far, top, right side.

Finally, choose the appropriate Client Portal and then "Submit"

The email will be sent out using the default Client Portal Invite template. If you wish to change this template, please review KB article "Customize Client Portal Invite Email".

Click on Client Portal -> Ticket Defaults ->  Create Default.  This will create the default action taken when tickets are received through the Client Portal.

Some of the choices for some of the items may not appear as shown as they are configurable items in your PSA.

Client Portal -> Configurations -> Create Configuration. This will allow you to create as many Client Portals as you would with unique companies and users.

This configuration page allows the creation and customization of a client portal. Please note that the domain name needs to include "https://{nameofyourportal}.mspprocess.net" where "nameofyourportal" is substituted with your custom name. Hit "Submit" when complete. You may edit the resulting configuration to make changes.

Note, to add a Logo to the Client Portal, you have to complete the "Create Configuration" first and then you can go back and edit the Configuration.

Click on Client  -> Invite Email Template

Then click the checkbox as shown below to customize the default email template. Be careful not to remove links that are in use. You can also use the + to the left of the email body to add in any links needed.