Incident Management

A brief introduction of the Client Portal

Dennis Braganza Apr-23rd, 2020 14:04 5 0

A Brief Introduction of the Client Portal

Helpdesk is a secure digital gateway to an organisations network, community or other information. The term is most often applied to a sharing mechanism between an organisation and its clients. A client portal provides a branded experience for your clients to submit incidents, view knowledgebase, review work, securely share information, and engage with your team.

Our helpdesk enables the users to submit queries/issues/requests through various channels. These queries are raised as tickets in the system to which the staff responds back through the manage portal. The Client portal is one of the channels through which your client may choose to submit their queries.

Submit Incident:

On the Client portal you will find the “submit incident” option. Using this option your clients/end user can submit an Incident. On submitting an incident form with all the required fields, a ticket will be generated in the system. The client will receive a ticket hash upon ticket submission.

You can have the client register himself first and then login and submit a ticket OR you may avail our auto-registration option where any new client will be automatically registered in the system on the submission of his first ticket.

View Incidents:

A client receives his registration details via email on first submission of query OR he may also choose to register on the Client portal directly. Using these login credentials a client can login on the Client portal to view his ticket activity. A logged in client can also review his previously submitted tickets and can also view the reports.


Forums is an option provided for the clients as a platform where the clients can carry out an organised discussion. The staff members can also participate in these discussions. Also, depending on the access level of a user or the forum set-up, a posted message might need to be approved by a moderator (staff) before it becomes publicly visible.

Solutions are knowledgebase articles that can be added in the system. These articles added in your Solutions module can be from anywhere, but usually comes from several contributors who are well versed on the subject. This knowledge base can include FAQ’s, troubleshooting guides, and any other nitty gritty details you may want or need to know. Managing a knowledge base is the ideal way to handle high-volume, simple interactions.

A well planned Solution / Knowledgebase would eliminate most of the basic queries related to the product / service.

Profile: This is a drop-down option provided after a new user registers or a registered user logs in. The user profile is a visual display of personal data associated with a specific user. Here, the client can view his own profile and make changes if required like edit profile or change password. On the right hand side, the incident activity associated with this specific logged in user is displayed.

Forum activity: Under forum activity, a registered client will be able to add a new topic for discussion. This discussion will be carried out among the registered clients and staff members. Through admin settings, the comments can also be moderated in order to make sure the discussion does not deviate and go off track. Here, the logged in user will be able to view the topics submitted by him that have been approved for discussion, pending for approval and the ones which have been followed by the user for quick updates.

Contacts: A logged in user can add contacts through this option. These additional users act as sub-contacts and their access can be defined while creation. The contacts will have their individual login for the client portal, from where they can view tickets, respond to tickets and also perform other activities like, checking solutions, participating in forum discussions, etc. These sub-contacts belong to the same organisation as the parent client. These sub-contacts can be added by either the Parent client or through the staff portal.

Reports: This module is widely used in business application. Reports make the data visualisation more convenient and data analytics far better. When a client logs in using his credentials, he can draw reports based on Status, Priority and Type of his previously submitted tickets. Also, if he has been designated as a Manager, he can view his as well as the tickets of others within the same organization.

Logout: This option is provided to a client once he logs in the system. Logging out helps prevent other users from accessing the system without verifying their credentials. It also helps protect the current user’s access or prevent unauthorized actions on the current login session and is thus an important part of security.


Language of the options on the Client portal can be changed as per your requirement. This feature has been added keeping in mind the difficulties in communication expressed by people or groups speaking different languages. The client can select the preferred language from the options on the top right corner of the page, and select the preferred language.

You can enable the languages from Admin Settings >>> Language.


Was this article helpful?
5 out of 6 found this helpful