Autotask Client Portal Basics

Autotask Client Portal Basics


To configure Portal Options for a Specific Customer


This should not need to be changed for any customer at this time. The info is here for documentation only. 

Admin > Admin Categories > Extensions & Integrations > Client Portal & Taskfire > Manage Client Portal Accounts> click an organization name

Check Enable Client Portal Early Access
Default First Time Client Portal Experience: Choose Legacy Portal.

For now we'll start each customer with the Legacy portal as new one seems buggy (doesn't allow click into tickets). 

After enabling it for the account, you must enable it for the individual users under their AT contact. 


To Turn on Portal for a Contact


Open contact in AT and go to the client portal tab. For now leave 2FA off, although we may require it in the future.  

Check off Activate Client Portal.

Set the security level for the user to either Client Authorization Contact or End User. Do not use the system-created security levels. 

Remember to click the SAVE button. 

Once you activate the portal for a user, the user will receive a "welcome" email automatically with instructions for setting up a password. The notification template used in AT to send this email is Email: Client Portal User Welcome.

Client Portal URL

https://nygg.itclientportal.com/ClientPortal/Login.aspx


Ticket Note Behavior

Tickets sent from the client portal have the following behavior.  

For each option below, the notification template used by AT is the one set as the default with Client Portal Ticket Note – Created checked off under the section called Associate with these events. No workflow rule is configured to fire when a note is created from the client portal. Only the email notifications listed below will go out: 
  1. Quick note: standard email notification goes to all.
  1. Note with Notify All Assigned Resources (Internal & Service Provider) checked: only resources receive email notification. 
  1. Note with Notify Ticket Contact checked:  only contact receives email notification. 
  1. Note with both of above options checked: contact and resources receive email notification. 

Internal notes created by a resource are not visible to the client in the client portal. External notes (whether sent to the user via email or not) are visible to the client in the client portal.  

To View the Client Portal Log (Report on Logins)


Hamburger menu > Reports > Admin tab > General section > Client Portal Log

    • Related Articles

    • List of Note Templates in AutoTask

      Here is some general info about Autotask Notes. (You must be logged into Autotask to view the article.) Notes are one type of form template in Autotask. Here are some of the more common ones we use. Not all note templates are available in all ticket ...

    • Merging Contacts in Autotask

      Go to the hamburger menu (three dashes in the top left hand corner) of your Autotask Dashboard. Select the Admin menu from the dropdown. You should see a section under the "Features & Settings" tab called "Accounts & Contacts" Under the "Utilities" ...

    • Customer Support Request (Current customer, non-help desk)

      This is for current customers. For new customers, see “New Client Intake Instructions” Much of this info is intended for the office admin, but it is important for techs to know how to manage customers on the phone, create tickets and prioritize when ...

    • Ticket Categories and How to Use Them

      The ticket options all flow from the category. So it's important to start with the correct category. When you create a ticket, choose the category before doing anything else. The ticket's category can change as our knowledge of the underlying issue ...

    • New Prospect and Client Intake Instructions (New Customer)

      This procedure applies to inactive customers in AT as well as to customers that have not opened a ticket or been billed by us in at least one year. They are to be treated as new customers. The only difference is that instead of creating the account ...