Users/Clients Docs

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, properties, and more.

Manage which clients belong to a group.

1. Open Clients > Groups and click the group you want to manage.
2. Select the Members tab.
3. To add a client, type a name in the Search for a member box, click Search, and add the client from the results.
4. To remove a client, click Remove next to their name in the members list.

You can also click Create task next to any member to open a new task for that client.

Stop a client from submitting requests, or remove them entirely.

1. Open the client and open the Options menu at the top-right.
2. Choose Block Client to disable the client — they move to the Disabled tab on the Clients page.
3. Choose Delete User to remove the client permanently.

Use the Active, Inactive, and Disabled tabs on the Clients page to view clients by state.

The Client Firewall lets you block people from becoming clients or opening tickets, by email address or domain.

Navigate to Settings > Client Firewall.

Click Block to add a rule. A rule can match an email or a domain, either exactly (equals) or partially (contains). For example, you can block a specific address, an entire domain, or any address containing a keyword.

Existing rules are listed with their type, match style, and the date they were added. You can also Import or Export rules in bulk.

Blocked senders, domains, or keywords are prevented from raising tickets — useful for keeping spam out of your Email to Ticket inbox.

Client Request Categories are the categories clients pick from when raising a request in the client self-service portal.

To manage them, navigate to Settings > Client Request Categories and click New Category.

Active categories appear in the client portal when submitting new requests. Disabled categories are hidden from clients but preserved for historical records.

Categories help route and report on incoming requests — keep the list short and clear so clients always know which one to pick.

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: https://vertask.com/client/login

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

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.

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.

Group clients together so you can manage them — and create tasks for them — as a unit.

1. In the left navigation, open Clients > Groups.
2. Click New at the top-right of the Client Groups page.
3. Enter a Group Name (required), and optionally a Description, Phone, and Email.
4. Save the group. It then appears as a card on the Client Groups page.

Open a group card later to edit its details, add or remove members, or view its tasks.

Update the contact information stored for a client.

1. Open Clients and click the client.
2. On the Details tab, edit the First Name and Last Name (required), Username, and Email (required).
3. Update the Address, City / State / Zip / Country, and the Office and Mobile phone numbers.

A client's details carry through to their tickets and their self-service portal access.

Update a client group's details or remove it entirely.

1. Open Clients > Groups and click the group.
2. On the Details tab, edit the Name, Description, Property, Audience, Phone, or Email as needed.
3. To remove the group, open the Options menu at the top-right and choose Delete Group.

The same Options menu also lets you Create Task for the group, Browse Tasks, or Copy Link to the group.

In order to create a new client, on the left nav expand Clients and click New Client.

You can also add clients by clicking the '+' on the top nav, and selecting 'Client'.

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

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 existing notifications.

When you create

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. 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

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

If you have permission to manage the task, alternatively, you can block the client from viewing the ticket. To do so, go to the task, open the Misc tab, 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 edit the user. Next, use the 'Disable / Block login' option, then save the changes.

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.

See everything associated with a client from their record.

1. Open Clients and click the client.
2. Select the Assets tab to see equipment assigned to them.
3. Select the Tasks tab to see their tickets and requests.
4. Select the Notes tab to add or review internal notes about the client.