Context:

Ticket Templates are a heavily-used part of the the Client Portal/MS Teams app, as they let your end-users quickly submit an issue to you with all of the information you require to service their request.

There are situations where only specific end-users should see a specific Ticket Template though - here are two examples:

• Only HR team members should see Employee Onboarding or Employee Termination Ticket Templates
• Only specific team members should see Rewst workflows

The Client Portal module in MSP Process offers a Tags feature that allows you to control which end-users can see specific Ticket Templates. This KB article will outline how to configure the Tags feature to meet your needs.

Creating Tags:

1. Login to the MSP Process UI (https://app.mspprocess.com) as an Admin-level user
2. Navigate to the AI Service Desk -> Client Portal -> Tags page
3. Click the Create button to add a new Tag
4. Specify a name for the Tag and a color; when you're done, click the Create button to finish creating the Tag:

Applying Tags to Client Portal Users

You can apply Tags to your Client Portal Users either one User at a time, or in bulk.

Applying Tags to a Specific Client Portal User

1. Navigate to the AI Service Desk -> Client Portal -> Portal Users page
2. In the Actions column, click the pencil icon to edit the Client Portal User
3. Open the Tags drop-down menu, and select the Tag you want to apply to the Client Portal User. Click the Update button to save your changes.

Applying Tags in Bulk to Client Portal Users

1. Navigate to the AI Service Desk -> Client Portal -> Portal Users page
2. Put a checkmark beside each of the users you want to modify
3. At the top of the table, click the Apply Tags button
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4. In the pop-up window that appears, choose whether you want to override any existing Tags that may already been associated with the Client Portal Users, or if you want to add a Tag to that existing list
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5. Specify the Tag that you want to apply to the Client Portal Users
6. Click the Apply button to associate the selected Tag(s) to the Client Portal Users you'd selected

Applying Tags to Ticket Templates

You can apply Tags to your Ticket Templates either one Ticket Template at a time, or in bulk.

Applying Tags to a Specific Ticket Template

1. Navigate to the AI Service Desk -> Client Portal -> Ticket Templates page
2. In the Actions column, click the pencil icon to edit the Ticket Template
3. Open the Tags drop-down menu, and select the Tag you want to apply to the Ticket Template. Click the Submit button to save your changes.

Applying Tags in Bulk to Ticket Templates

1. Navigate to the AI Service Desk -> Client Portal -> Ticket Templates page
2. Put a checkmark beside each of the Ticket Templates you want to modify
3. At the top of the table, click the Apply Tags button
4. In the pop-up window that appears, choose whether you want to override any existing Tags that may already been associated with the selected Ticket Templates, or if you want to add a Tag to that existing list. Click the Apply button to submit your changes.

Frequently Asked Questions (FAQ):

What about Ticket Templates that do not have any Tags associated with them?

Those Ticket Templates will be visible to all of your Client Portal Users