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 signing in and submitting requests, or remove them entirely.

1. Open the client and click Options (top right).
2. Choose Block client to disable the client. They move to the Disabled tab on the Clients page.
3. Or choose Delete Client to remove the client permanently.

The same menu also has Create task and Copy Link. 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. Here are the options.

When you create the client

On the New Client form, set Send Invitation to No. The client won't get a welcome email and stays inactive. Inactive clients are not sent emails.

Only when you add comments

When you post a comment on a task, check Internal so only agents can see it.

If you can manage the task, you can also open the task's Misc tab and turn on Block client(s) from viewing task.

Block the client

Open the client, click Options (top right), and choose Block client. Keep in mind a blocked client can't sign in to the self-service portal to follow their requests.

1. Expand Clients in the left nav and click Clients.
2. Click the ⋯ menu at the top right of the page.
3. Choose Export All Clients to download your client list, or Import Clients to upload a file of new clients.

The same menu has shortcuts to Active, Disabled, and Inactive clients, Azure/Entra Sync, Client Settings, and Client Reports. To sync clients from Microsoft Entra instead, see Sync Clients From Your Microsoft Azure Portal.

Expand Clients in the left nav and click Reports. Open a report to view it or download it.

• Directory: All Clients, Clients by Audience, Clients by Department.
• Groups & Membership: All Client Groups, Group Membership, Ungrouped Clients.
• Assets & Tasks: Clients with Assets, Clients without Assets, Client Task History.
• Activity & Audit: Recently Created, Inactive / Blocked, Contact Completeness (who is missing key info).

See everything associated with a client from their record. Open Clients and click the client, then use the tabs:

• Linked: assets, properties, contracts, and client groups. Click Add to link more, Remove to unlink, or Create task on an asset.
• Tasks: the client's tickets and requests.
• Notes: add or review internal notes about the client.