Check Out Our New Client Portal!
March 11th, 2020 by admin
We've recently transitioned ticketing systems into ConnectWise, and we have a brand-new client portal that is much more user-friendly. Here are some highlights of the new system and how ICX clients can get started using it for your organization!
Create a Ticket
To submit a ticket from the Tickets screen:
- Select the Submit a ticket tile from the Home screen or click Create new ticket from the Tickets screen.
- Select the type of request.
- Complete the form, then click Submit.
Look Up a Ticket
To look up a ticket:
- Select either the Open or Closed tab, then click the magnifying glass icon
- Enter a search term or the ticket number, then press the [Enter] key.
- Click the ticket to open.
Open Tickets Tab
The Open tickets tab displays a list of all currently open tickets. Each list item provides the following information:
- Ticket number.
- Issue description.
- Date and time of submission.
- Contact on the ticket in ConnectWise Manage®. If it is changed in Manage, the updated contact is reflected here.
View Ticket Details
Click a ticket to view the following information:
- Initial description of the issue.
- Date and time of submission.
- Contact on the ticket in Manage.
- Ticket status.
- Technician assigned to the ticket.
Update a Ticket
The Customer Portal allows users to quickly update a ticket's status and add notes or attachments to a ticket. Please note that text must be entered in order to update a ticket.
Change a Ticket Status
To change the ticket status, click the status. Select the new status from the drop-down, then click Save.
You can use the service board setup tables in Manage to select which statuses users can choose. Refer to Statuses Tab - Service Board Setup Table for more information.
Add Notes to a Ticket
You can also enter notes on the ticket from this screen. Type a message into the message box, then click Send.
Attach a File to a Ticket
To attach a file to your message, click the paperclip icon in the message box. All file types are supported. There is no file size limit for On-Premises partners; you can attach any size file, provided you have enough free space on the disk. Cloud partners have no file size limit, but there is a 30 second time limit for uploads.
When you're ready to start using the new ConnectWise client portal for your organization's tech support tickets simply email us a request to get setup at support@icxmsp.com.