How to use the Customer Portal

Getting Started with the Customer Portal

Overview

The Customer Portal gives your organization a secure way to access key information, track requests, and stay informed about your account in one place. Use the portal to review status updates, view documentation, and communicate with our team without relying on scattered emails.

This article explains how to sign in and navigate the main areas of the Customer Portal.

Access Requirements

Before you begin, make sure:

• You have been invited to the Customer Portal by an administrator or by our team.
• You received a welcome email with your sign-in link or username and temporary password.
• You have access to the email address associated with your portal account.

If you have not received an invitation, contact your organization’s administrator or reach out to our support team.

Signing in to the Customer Portal

1. Open the portal URL provided by your organization or in your welcome email.
2. Enter the email address associated with your account.
3. Enter your password.
4. Click Sign in.
5. If prompted, complete any additional security verification steps (for example, multi-factor authentication).

Note: If you see an “Access denied” or “User not found” message, confirm that you are using the same email address that received the invitation. If the issue continues, contact your administrator or support.

Navigating the Home Page

After you sign in, you’ll see the main dashboard. Depending on your permissions, you may see some or all of the following sections:

• Open Requests / Tickets
  See a list of your active requests, including current status and last updated date.

• Quick Links
  Access commonly used pages, such as documentation, or support forms

Use the main navigation menu (usually at the top or on the left) to move between different areas of the Customer Portal.

Viewing and Tracking Requests

Use the Requests or Tickets section to see the status of your support or service requests.

1. From the main navigation, click Requests (or Tickets).
2. Review the list of requests. You can typically see:
   • Request ID or reference number
   • Subject or short description
   • Status (for example, Open, In Progress, On Hold, Closed)
   • Last updated date
3. Click a request to open it and view details.

Inside a request, you can:

• Read the full conversation history.
• See who is assigned to the request.
• View any attached files or links.

Updating a Request or Replying to the Team

1. Open the request you want to update.
2. Scroll to the comments or reply section.
3. Enter your message with any relevant details or clarifications.
4. If needed, attach files or screenshots by clicking Attach or Add file.
5. Click Send or Submit.

Tip: Include specific examples (dates, IDs, or screenshots) when updating a request. This helps our team respond more quickly and accurately.

Troubleshooting and FAQs

I didn’t receive my invitation email.

• Check your spam or junk folder.
• Confirm with your administrator that your email address is correct.
• If still missing, request a new invitation from your administrator or support.

I forgot my password.

1. On the sign-in page, click Forgot password?.
2. Enter your email address.
3. Follow the reset link sent to your email to create a new password.