Creating a Ticket from the Client Portal

This article is no longer updated and has been merged into our wider article on the Client Portal.

The main purpose of the client portal is for users to be able to submit tickets and this is a pretty straightforward process in the client portal. They can submit tickets via the "Contact Support" menu (or directly via https://[Your MSP Name].deskdirector.com/portal/v2/request-support).

They will be greeted by a page that looks like the screenshot below. Just click on the Create a New Ticket button to initiate submitting a ticket.

If the client does not have chat permissions enabled, it bypasses this page and they will see the list of request type categories instead:

Just select the category of your request, then select the request type that matches your issue/concern, then fill out the form. As easy as that!

You can head to the Tickets list and you will see a list of all the tickets you have submitted so far, including the new one you just sent.

FAQs:

Q: What if none of the existing request types do not match my current issue/concern?

A: You can use the "Something Else" option to submit your request. This will present a generic form where you can enter a summary and description of your issue/concern.

Q: The user can not see the "Something Else" option under his form

A: Doublecheck your global portal settings or the company's setting to confirm if the "Something Else" option was disabled or not.

How did we do?

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