Users Docs

Learn to create clients (end users), modify user options and more.

How to create a new client

In order to create a new client, on the left NAV click on Clients and then click Add Client. You can also add clients by clicking the '+' on the top nav, and selecting 'Add Client'

If you don't have this option, a super user would need to grant you this permission.

How to stop notifications to a client

There are cases where you may not want to send notifications to your clients. Below describes a few different scenarios and the available options to prevent notifications, or stop exiting notifications.

When you create

  1. When you create a client user, you can choose not to 'send an invitation.' If you do not send an invitation, they will not receive a welcome email and would therefore remain inactive. Inactive accounts are not sent emails.


  2. If you already created the user and sent the invitation, edit the user and 'disable' the account. Again, if the account is not active, no notifications. However, keep in mind the user will not be able to access their dashboard to follow requests either. 

Only when you add comments

  1. When you post a comment to a task/ticket, you can mark it as 'Internal' only so only other agents can see the comment.

  2. If you have permission to manage the task, alternatively, you can go to block the client from viewing the ticket. To do so, go to the task, and on the right navigation area, and toggle on 'Block client(s) from viewing task.'

De-activate the client

Note that the user will be unable to access the self-service portal if their account is deactivated. To deactivate, select the client in question, and click the pencil to edit the user. 

Next, scroll down and check the box to 'De-activate Account', then save the changes.

Clients are not receiving emails or notifications

In order for clients to receive email notifications and ticket updates, they must be active.

To activate their account, go to the client's profile by expanding Clients on the left nav, then clicking on Clients.

From here, click on the client, and in their profile attributes, click Send Invite on the top of the page.

Once the invite is sent, they will need to click the activation link they receive to verify their email. The invite is sent immediately.

Client Self-Help Portal

The self-service portal is a client/user dashboard that allows them to see, edit and create requests. They will also be able to see assets assigned to them, and knowledge base entries that are shared publicly by agents.

Self Service Portal

Users can access their own portal here:

Using this portal URL, they will need to provide their email address to sign in.

Support Feedback (client rating)

Client Rating allows your to let users rate agents' support when a task or ticket is resolved. This is great for helpdesks and customer service-focused companies. It helps an agent gauge where they are in contrast to the rest of the Agents.

This can be turned on/off by going to Settings > Clients / Self-service portal. There, scroll down to 'Allow clients to rate their support'.

Now, whenever a ticket is resolved, the client can rate their overall support in the self-service portal.

Access Control for agents

Vertask helpdesk and ticketing system is built for teams big and small alike. We understand that in large teams, different agents may require different permissions due to varied roles and responsibilities.

When you create or edit an agent, you can easily select if the user can manage assets, sites and locations, and more.

Client self-service portal temporarily blocked

This is an error from the login screen of the client self-service portal. This means the admin of the account has the self-service portal disabled.

Below are directions for an agent with permission to manage the company to enable this feature.

  • Navigate to Settings
  • Click on Security
  • Scroll down to Client Portal IP Restriction
    • Here, you have two solutions.
      • Toggle the option to 'Allow All IPs'. This will allow clients to log in from anywhere.
      • Disable the 'Allow All IPs' option. You will then need to enter the IP of the places you want to allow access to the portal. To see your IP, check here.