> ## Documentation Index > Fetch the complete documentation index at: https://kb.mspprocess.com/llms.txt > Use this file to discover all available pages before exploring further. # Using the Client Portal: End-User Guide > OverviewWelcome to the new client portal! Start a chat to open a ticket and try some first troubleshooting before you talk to a technician.The client portal… ## Overview Welcome to the new client portal! Start a chat to open a ticket and try some first troubleshooting before you talk to a technician. The client portal is where you can ask for help, check on your requests, and chat with the support team. There are two methods to access the client portal: through a web browser or inside Microsoft Teams. Everything you send through the portal becomes a ticket technicians can see, so you never need to repeat yourself by phone or email. From the portal you can: 1. Start a chat with an AI assistant if available, which asks a few questions and tries the common fixes first. 2. Fill out a request form for common needs, if available. 3. See your open and past requests, with the updates the team has added. 4. Chat with a technician once one joins your request. 5. Verify a technician who contacts you, so you know the request is genuine. 6. Open links added and provided by your IT team, such as a knowledge base or payment portal. Note that your provider can turn some of these on or off, so your portal may look slightly different from this guide. ## Getting started You sign in with the work email address we have on file for you. 1. Open the invitation email from your IT team and click the link. 2. You will then set a password the first time. 3. Next time, go to your portal address provided by your IT team and sign in with that password, or choose **Sign in with Microsoft** to use your work account if the sign in method is set up this way. 4. Using Teams? Open the portal app from Teams. It signs you in with your Teams account, so there is no separate login. If the portal says it can't find you, the email on your account probably doesn't match the contact record your IT team has on file. Please contact support to have this updated. On the portal home page you will see: 1. A chat box for describing a problem in your own words. ![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/79c97419c2b1.webp?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=169cb1298a4722686d0e3b12cd193ce3) 1. **My requests**, which lists your tickets. ![](https://mintcdn.com/triggr/dXDzJtUmPBaHtkPV/images/msp-process-kb/f53b805ff843.webp?fit=max\&auto=format\&n=dXDzJtUmPBaHtkPV\&q=85\&s=b82cab46132f0a69061c0943773303b6) 1. **Verify a technician**, for confirming a technician is who they say they are. ![](https://mintcdn.com/triggr/-njaXAnAb5AWpJCy/images/msp-process-kb/4c8dbbb4ff75.webp?fit=max\&auto=format\&n=-njaXAnAb5AWpJCy\&q=85\&s=ffa496881975d66956f5d8b647be293e) 1. You can view more information on the Technician Verification in the [Tech Verification: End-User Guide](https://kb.mspprocess.com/msp-process/identity-management/technician-verification/tech-verification-end-user-guide.md#verify-in-the-client-portal) article. 2. Any extra tabs your provider added, such as a knowledge base or payment portal. ![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/a373ceda0650.webp?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=aad7764a9f904841ef680e031d8d5a26) **Top menu (top right of the portal)** 1. Switch between light and dark mode to change how the portal looks. 2. Click the **shield icon** to quickly get a technician verification code. 3. Click the **question mark icon** to see your support team's contact details. Depending on your provider, this may show a support phone number, email address, the SMS number for opening a ticket, or your on-call number. ![](https://mintcdn.com/triggr/-njaXAnAb5AWpJCy/images/msp-process-kb/5977aec9e004.webp?fit=max\&auto=format\&n=-njaXAnAb5AWpJCy\&q=85\&s=91f840a3b0f9149bd12b876acfce9418) **Other useful links** Your service team may add buttons for billing, training platforms, company directories, scheduling links, or a support knowledge base. ![](https://mintcdn.com/triggr/-njaXAnAb5AWpJCy/images/msp-process-kb/4a6b7e6f467a.webp?fit=max\&auto=format\&n=-njaXAnAb5AWpJCy\&q=85\&s=ed11b5cffdf703a9bdd8d1af75d6a6b4) ## ## Daily use: submitting and following requests You can report a problem by chat or by form. Either way, a ticket is created and its number appears at the top of the window. **To report by chat** 1. Type what is wrong in the white box at the top of the portal (or select one of the common issues listed if applicable). 2. To speak with the AI ChatAssist, type in your inquiry and click "Start a Conversation". 3. For example "I can't print". ![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/a6053aa73d19.webp?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=2d64f1bbc33f2677fc615d04766e1a89) 2. Answer the assistant's questions, such as when it started or whether you have restarted. It may offer a fix or a helpful link. 3. If it isn't resolved, a technician steps in. The assistant tells you when they join, and you continue in the same chat. ![](https://mintcdn.com/triggr/2kaOQdWPjLF3xX8p/images/msp-process-kb/303b748ea0d8.webp?fit=max\&auto=format\&n=2kaOQdWPjLF3xX8p\&q=85\&s=078babc68c7b9734ec597ea0c8e07c9c) **To report by form** 4. In the top section of the portal, click **Fill out a ticket form instead**, which opens a list of common support requests. You can also choose **Prefer not to chat**. ![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/9db85ae13ee1.webp?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=ffe01c5224bcf437d5fec1fcde6db569) 5. Select the request that fits, such as a new user setup or changes for a team member leaving the company. ![](https://mintcdn.com/triggr/o9r5jEtjdR2oUtiW/images/msp-process-kb/cbb8b03c7e15.webp?fit=max\&auto=format\&n=o9r5jEtjdR2oUtiW\&q=85\&s=277ff60bd225d830fcc1b7b4cca22658) 6. Answer the few questions on the form and submit it. It goes to our technicians as a ticket. | ![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/9839a26de9d6.webp?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=e684dc4c3586b9a8b0891f1f0920f8a5) | ![](https://mintcdn.com/triggr/2kaOQdWPjLF3xX8p/images/msp-process-kb/34984f74bc98.webp?fit=max\&auto=format\&n=2kaOQdWPjLF3xX8p\&q=85\&s=ef425da9bb3f93fe99bcb15bd4c6f7d4) | | - | - | **To follow a request** 1. Open **My requests** to see your tickets and click one to review the updates from your technician. ![](https://mintcdn.com/triggr/-njaXAnAb5AWpJCy/images/msp-process-kb/769ae4023ea2.webp?fit=max\&auto=format\&n=-njaXAnAb5AWpJCy\&q=85\&s=ad543141fc9ff8faab1eea81953b85e1) ![](https://mintcdn.com/triggr/2kaOQdWPjLF3xX8p/images/msp-process-kb/081b61346bf5.webp?fit=max\&auto=format\&n=2kaOQdWPjLF3xX8p\&q=85\&s=08bdbfa4d3238312f72a6924f7d2bbd3) 1. Add your own updates there, such as confirming the issue is resolved or reporting any errors you receive. 2. Only notes shared with you are shown. Internal technician notes are never visible. ![](https://mintcdn.com/triggr/qgn0c5cLkGKqcauq/images/msp-process-kb/81a58417e80e.webp?fit=max\&auto=format\&n=qgn0c5cLkGKqcauq\&q=85\&s=9275525f57e77232f11fe5b2b1b9dddb) 1. Closed tickets are read-only. You can read the updates but can't restart the chat, so submit a new request if the problem comes back. ![](https://mintcdn.com/triggr/-njaXAnAb5AWpJCy/images/msp-process-kb/6f4881be50c8.webp?fit=max\&auto=format\&n=-njaXAnAb5AWpJCy\&q=85\&s=202415d1b386616efb57a8d7df88fb9c) **Who sees which tickets** | Your role | What you see | | - | - | | User | Your own tickets | | Manager | Every ticket for your company, or for each company you manage | **Tips for faster help if needed:** 1. Describe one problem per request, and say what you were doing when it happened. 2. Don't send the same message repeatedly. One request is enough, and extra ones slow things down. 3. For an emergency, reach out to your IT Team through emergency channels rather than using chat if applicable. ### **Outages and notices** We may send a text broadcast for outages, storms or office closures. The banner at the top of the portal shows our support hours and the best way to reach us in an emergency. ## ## Troubleshooting and FAQ | Problem | What to do | | - | - | | The portal says it can't find me | The email or Teams account you used doesn't match the contact record we hold. Contact support so we can correct it. | | I didn't get the invitation email | Check your spam or junk folder, then ask support to send a new invite. | | I can't restart a chat on an old ticket | Closed tickets are read-only. Open a new request and mention the old ticket number. | | A ticket seems to be missing from My requests | Some ticket statuses are hidden from the list. Contact support with what you were working on and the ticket number. | | I can't see my colleagues' tickets | Only Manager accounts see company-wide tickets. Ask support if you need that access. | | A request form I expected isn't there | Some forms, such as new-user requests, are limited to specific people. Ask your manager or contact support. | | The portal looks different from this guide | Your provider can brand the portal and choose which features are on. | This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.