Tickets in the client portal
What your client sees on a ticket: the state strip, the conversation, the reply box, the switch that closes it and the button that opens it again.
The state strip
The whole state of the ticket on one line: the number to quote, its status, how urgent it is, who at the IT provider has it, and which contact it is filed under.
Subject and chips
The subject as it was written in, with a chip for the status and a chip for how urgent it is. Under it is the contact the ticket belongs to.
The reply box
Where the customer writes back. It sits with the ticket rather than on a separate page, so answering never means navigating away.
Attach
Adds a file to the reply. A screenshot of the error goes here.
Close on send
Shown to the IT Admin, Primary Contact and account Owner roles only. Turning it on changes the send button's own wording. The User and Billing roles do not get the switch.
Send Reply
Sends the reply and leaves the status alone. With Close on send turned on it reads Send & Close instead, and asks a confirming question before anything goes.
Communication
Every message on the ticket, oldest first, so the first one is what was sent in. Internal notes the IT provider writes for themselves never appear here, and the customer cannot add one.
The list they start from
Get Support
The one door for raising a ticket from the portal. A client with its own IT admins can raise one on behalf of someone else on their team.
Filters
The list opens on Active (Open), so finished work is out of the way until Status is switched to All. Priority and the search box narrow it further.
The list
Number, subject, priority, status, who has it, when it came in, and how many replies it already carries.
Raising one
Subject
A short summary. This is what shows in the list and in the notification the IT provider gets.
Description
The detail: what stopped working, what was already tried, and any error message word for word.
Submit Ticket
Sends it. The ticket opens on its own page with a number, and the description becomes the first message in the conversation.
Once it is closed
Who closed it, and how
The thread records the close itself, with the time, so there is never a question about whether the customer or the IT provider ended it.
Reopen Ticket
A closed ticket keeps its reply box. The button will not fire on an empty box and says so: reopening is a reply, so the reason travels with it.
When a ticket carries a checklist
Procedure checklist
How far along the IT provider's own runbook is for this ticket, read only. This ticket's runbook is an internal one, so the card shows a neutral label and a count like "2 of 5 done" rather than the step titles; a runbook written for customers to read shows each step's own title too, ticked or open. Either way there is nothing to check off here, and no step ever says which technician did it - the count is the only thing this card promises.
Why it works this way
The confirming question is asked when the customer presses send, not when they flip the switch. A switch that is merely on has done nothing yet and can be flipped back; the consequential moment is the send, so that is where the cost is named.
On a ticket that arrived by email, an Original Ticket card sits above the conversation carrying the message as it was sent. A ticket raised in the portal does not get that card, because the words are already the first entry in the thread below and printing them twice helps nobody.
Some tickets carry a list of steps: the procedure the IT provider follows for that kind of work, shown to the customer read-only so they can watch it get ticked off. They cannot tick or change a step. Most tickets have no list, and then the card does not show at all.
Other ways to do this
By email
Send an email to the support address the IT provider gave you. It becomes a ticket and turns up in this same list, with the original message as the first entry in the conversation.
Questions this page answers
How do I create a ticket?
Go to the Tickets page and press Get Support. Tell us what is wrong and send it. If your company has its own IT admins, they can raise a ticket for someone else.
How do I reply to a ticket?
Open the ticket and scroll to the reply box at the end. Type your message and click Send. Use Attach if you want to add a file. Your reply lands on the ticket, and the person from your IT provider who is on it sees it.
What is on this page?
This is one ticket. The top line is the subject, with a chip for its status and a chip for how urgent it is. Communication lists every message on the ticket, oldest first, so the first one is what was sent in. When that first message came in by email, it also gets its own Original Ticket card above the thread. The reply box sits with the thread, so you can write back without leaving the page.
How do I write back?
Type in the reply box and send it. Use Attach if you want to add a file. Your reply lands on the ticket, and the person from your IT provider who is on it sees it. The ticket keeps the status it already had. Notes your IT provider writes for themselves are never shown here, and you cannot add one.
Can I close or reopen this ticket?
It depends on your role. IT Admin, Primary Contact and the account Owner get a Close on send switch in the reply box. Turn it on and the send button reads Send & Close. If your IT provider looks at tickets before they close, the switch reads Resolve on send instead. The User and Billing roles do not get the switch. On a ticket that is already closed, the reply box shows a Reopen Ticket button. Write your message and use that button to open it again.
What is the list of steps on some tickets?
It is the set of steps your IT provider follows for this kind of work. When a ticket has one, you can read it and watch each step get ticked off. It is there to read only, so you cannot tick or change a step. Most tickets have no list, and then the card does not show at all.
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