Home

When you log in to the Client Portal A branded web portal through which you and your service providers can collaborate on tickets and projects., the Home page will open by default. Your service provider, however, alternatively may have set the Dashboard A special interface that condenses and aggregates information. Dashboards are designed to direct your attention to where it is most needed, and can be set as your homepage. page as your landing page. You can open the Home page by clicking on the Home icon on the navigation bar.

The Home page contains the following elements:

Navigation bar

At the top of the page is the navigation bar:

In the upper-left corner, you will see a row of navigation icons that provide access to the menus.
The icons in the upper-right corner give access to links provided by us, to your organization Your Client Portal instance may be configured to use one fo the following terms instead: Account, Business Unit, Client, Company, Customer, Site.'s Client Portal settings, the online Help A web site that provides access to online help., and My Settings.

Refer to The navigation bar.

Notification bars

Below the icons, two types of notification bars may appear:

The Announcement notification bar links to information from your service provider, such as system outage notices or other important information that we want you to know. Click the [More] link to view the full announcement.
If the Change Management A process designed to control and enable beneficial changes with minimum disruption to service delivery. feature is enabled and there are change requests awaiting your approval, a second banner will appear, indicating how many change requests require your approval. Click the View link to see a table. Refer toAbout change requests, incidents and problems.

Summary cards

The main workspace consists of several cards that contain data and graphics on a light gray background. Cards summarize and display ticket and other information. You can do searches and apply data filters in some of them, and click on numbers or graphs to display the underlying data in a table.

Card Name	Description
Welcome	The Welcome card displays a greeting. If you can access more than one organization (that is, your organization has sub-organizations Previously: Subsidiary. Your Client Portal instance may be configured to use one fo the following terms instead: Sub-Account, Sub-Business Unit, Sub-Client, Sub-Company, Sub-Customer, Sub-Site.), by default you will see data for all of them. If you click the drop-down menu and select one organization, all data on the dashboard is filtered by that organization and the dashboard is refreshed.
Search	The Search card lets you perform a "contains" search for tickets by title, description, or ticket number. If you can access the Knowledge Base, you can search for Knowledge Base articles by keyword and category. Both AND and OR searches are supported. Use the toggle to switch from Ticket The Autotask entity that tracks service requests, incidents or problems that were added to Autotask by your customers, internal employees, or remote monitoring software. search to Knowledge Base search.
Tickets	The Tickets card displays a New Ticket and, if the Quick Ticket feature is enabled, a Quick Ticket button. Refer to Enabling and configuring Quick Ticket settings. Use the buttons to create quick tickets and new tickets. Below the button(s), you will see ticket statistics. Click on a number to open the corresponding ticket table: open tickets: all tickets for your organization where neither the service provider status nor the Taskfire An extension of the Client Portal that lets you manage your own internal help desk. (if applicable) status are complete. new tickets: all tickets where the service provider status and the Taskfire status (if applicable) are new. waiting my approval: all tickets of type Change Request A ticket describing a change that might resolve one or more problems or incidents. It may require approval by other members of your organization. where you are one of the approvers and you have not yet approved or rejected the change request where I am the contact: all tickets where I am the ticket contact or an additional contact created by me: all tickets that were created by me in the last 12 months, regardless of ticket status waiting my feedback: all tickets where the status is equal to Waiting Customer and you are a contact or additional contact
Open Tickets	This card displays tickets that have not been resolved. You can toggle between All, My, and Waiting My Approval. All is the default My shows open tickets you are assigned to or where you are a ticket contact Waiting My Approval shows all change approvals that have my change approval status equal to waiting approval
Tickets Created & Completed By Month	This card shows a bar graph of all tickets that were created and completed in the last six months. You can toggle between "all" and "my" tickets. You can click on individual bars to open the corresponding ticket tables. NOTE Tickets assigned to you will display the complete date from Taskfire. Tickets assigned to your service provider will display the complete date your service provider has entered.
Open Tickets by Request Type	This card shows a doughnut graph that displays "all" or "my" open tickets by request type. You can click on a piece of the pie or an item on the legend to drill in, or click on the number in the center to open a table that includes all tickets.
Devices Your Client Portal instance may be configured to use one fo the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product.: Status Indicates the current state of an Autotask entity.	This widget will only appear if the MSP Acronym for “Managed Service Provider.” Typically an information technology (IT) service provider who provides a defined set of services to clients. For example, an MSP might maintain servers for clients or provide desktop virus protection.’s Autotask system has the Datto RMM integration enabled, and it will only show for Client Portal and Taskfire users whose security level for Devices is either Can view Devices (read-only) or Can add/edit Devices. This widget has three toggle states, each represented by a button with an icon: • Patch Status • Antivirus Status • Software Status The Patch Status state is selected by default. When the state is changed, the line of text under the widget title will update, based on the state that is selected. Only active devices are included.
My Quotes	This card will only be displayed if your security level has the display of quotes in the Client Portal enabled. It shows all quotes that were addressed to you. When you click on a quote row, the Quote page opens. Some quotes allow you to approve or decline them from the Client Portal. This setting is controlled by your salesperson: Click on a quote row. The Approve/Decline Quote page opens. Use the radio buttons to select a response. Enter your name. The name you enter here will be tracked in a note in our Autotask system, as proof of your response. Optionally, enter any Comments. Click Submit. Click OK on the confirmation dialog. Your electronic decline or acceptance is now submitted to us. No need to print, manually sign, and fax anymore! Note A way of tracking additional information associated with an Autotask entity. that you cannot change your quote approval or your Comments once you have submitted a response. You must contact your salesperson at our office who can manually clear your response.
Recent Invoices for <Organization Name>	This card shows the five most recent invoices we have generated for your organization, sorted by date. For each invoice, the invoice date, invoice number, invoice ID, due date, and total amount are shown in the customer currency. Voided invoices or invoices that are older than 12 months are not shown. To open an invoice, click on a row. Clicking the View Last 12 Months link at the bottom of the cars opens the Client Portal Invoices page in a new window. NOTE This card does not respect the organization selections on the Welcome card. It will only ever show the invoices for your own organization.

Card Name

Description

Welcome

The Welcome card displays a greeting.

If you can access more than one organization (that is, your organization has sub-organizations Previously: Subsidiary. Your Client Portal instance may be configured to use one fo the following terms instead: Sub-Account, Sub-Business Unit, Sub-Client, Sub-Company, Sub-Customer, Sub-Site.), by default you will see data for all of them. If you click the drop-down menu and select one organization, all data on the dashboard is filtered by that organization and the dashboard is refreshed.

The Search card lets you perform a "contains" search for tickets by title, description, or ticket number.

If you can access the Knowledge Base, you can search for Knowledge Base articles by keyword and category. Both AND and OR searches are supported. Use the toggle to switch from Ticket The Autotask entity that tracks service requests, incidents or problems that were added to Autotask by your customers, internal employees, or remote monitoring software. search to Knowledge Base search.

Tickets

The Tickets card displays a New Ticket and, if the Quick Ticket feature is enabled, a Quick Ticket button. Refer to Enabling and configuring Quick Ticket settings. Use the buttons to create quick tickets and new tickets.

Below the button(s), you will see ticket statistics. Click on a number to open the corresponding ticket table:

open tickets: all tickets for your organization where neither the service provider status nor the Taskfire An extension of the Client Portal that lets you manage your own internal help desk. (if applicable) status are complete.
new tickets: all tickets where the service provider status and the Taskfire status (if applicable) are new.
waiting my approval: all tickets of type Change Request A ticket describing a change that might resolve one or more problems or incidents. It may require approval by other members of your organization. where you are one of the approvers and you have not yet approved or rejected the change request
where I am the contact: all tickets where I am the ticket contact or an additional contact
created by me: all tickets that were created by me in the last 12 months, regardless of ticket status
waiting my feedback: all tickets where the status is equal to Waiting Customer and you are a contact or additional contact

Open Tickets

This card displays tickets that have not been resolved. You can toggle between All, My, and Waiting My Approval.

All is the default
My shows open tickets you are assigned to or where you are a ticket contact
Waiting My Approval shows all change approvals that have my change approval status equal to waiting approval

Tickets Created & Completed By Month

This card shows a bar graph of all tickets that were created and completed in the last six months.

You can toggle between "all" and "my" tickets.

You can click on individual bars to open the corresponding ticket tables.

NOTE Tickets assigned to you will display the complete date from Taskfire. Tickets assigned to your service provider will display the complete date your service provider has entered.

Open Tickets by Request Type

This card shows a doughnut graph that displays "all" or "my" open tickets by request type.

You can click on a piece of the pie or an item on the legend to drill in, or click on the number in the center to open a table that includes all tickets.

Devices Your Client Portal instance may be configured to use one fo the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product.: Status Indicates the current state of an Autotask entity.

This widget will only appear if the MSP Acronym for “Managed Service Provider.” Typically an information technology (IT) service provider who provides a defined set of services to clients. For example, an MSP might maintain servers for clients or provide desktop virus protection.’s Autotask system has the Datto RMM integration enabled, and it will only show for Client Portal and Taskfire users whose security level for Devices is either Can view Devices (read-only) or Can add/edit Devices.
This widget has three toggle states, each represented by a button with an icon:
• Patch Status

• Antivirus Status

• Software Status

The Patch Status state is selected by default. When the state is changed, the line of text under the widget title will update, based on the state that is selected. Only active devices are included.

My Quotes

This card will only be displayed if your security level has the display of quotes in the Client Portal enabled.

It shows all quotes that were addressed to you. When you click on a quote row, the Quote page opens.

Some quotes allow you to approve or decline them from the Client Portal. This setting is controlled by your salesperson:

Click on a quote row. The Approve/Decline Quote page opens.
Use the radio buttons to select a response.
Enter your name. The name you enter here will be tracked in a note in our Autotask system, as proof of your response.
Optionally, enter any Comments.
Click Submit.
Click OK on the confirmation dialog.

Your electronic decline or acceptance is now submitted to us. No need to print, manually sign, and fax anymore!

Note A way of tracking additional information associated with an Autotask entity. that you cannot change your quote approval or your Comments once you have submitted a response. You must contact your salesperson at our office who can manually clear your response.

Recent Invoices for <Organization Name>

This card shows the five most recent invoices we have generated for your organization, sorted by date.

For each invoice, the invoice date, invoice number, invoice ID, due date, and total amount are shown in the customer currency. Voided invoices or invoices that are older than 12 months are not shown.

To open an invoice, click on a row. Clicking the View Last 12 Months link at the bottom of the cars opens the Client Portal Invoices page in a new window.

NOTE This card does not respect the organization selections on the Welcome card. It will only ever show the invoices for your own organization.