DTC Client Portal — End-User & Technician Guide

Last updated 2025-06-17

1 | What you see after sign-in

UI element	Purpose	Quick tip
Global search bar (top-centre)	Search tickets, knowledge-base articles and FAQs.	Enter a keyword such as `printer offline` or a ticket number.
Tile grid (8 large buttons)	One-click access to the tasks described in Section 2.	Hover a tile to see its description.
Profile bubble (your initials, top-right)	Log out, edit profile or switch organisations (if you manage more than one).	Change your password here.
(Optional) Notification bell	View unread portal alerts.	Visible only if enabled by your admin.
(Optional) Dark-mode switch	Toggle the portal theme.	Found under Profile → Preferences.

2 | Tile-by-tile guide

Tile	When to use it	Key actions
Submit New Ticket	Any new problem or request.	Fill in the form, attach files if needed, then click Create to get a ticket number.
My Tickets	Check progress or add info.	Filter by Open, Waiting on You, Closed; reopen a ticket if required.
My Account FAQ	Self-help articles.	Browse by category or search.
My Devices	Inventory of PCs, servers and networking gear DTC manages for you.	Click a device for warranty status and alerts.
Log Specific Service Request	Routine work (e.g., Add new user, Order hardware).	Quick templates with fewer questions.
My Approvals	Items waiting for your sign-off.	Approve or reject quotes, changes or security exceptions.
My Quotes	View and accept quotations.	Accepting a quote notifies your account manager.
My Agreements	Contracts & renewals.	Download PDFs and check renewal dates.

3 | Ticket lifecycle

New → In Progress → Resolved/Closed — status updates appear in real time.
SLA countdown timers display on high-priority tickets.
You receive an email for every technician reply or status change.
Not satisfied with a fix? Reopen the ticket from My Tickets and add details.

4 | Communication & comments

For End Users

✅ Do	Why
Reply whenever the tech requests input — all your replies are public.	Clients cannot add private notes; every message is visible to DTC.
Attach screenshots or log files up-front.	Evidence shortens resolution time.

For the DTC Team

Tip: In ConnectWise choose Add Note → Contact Everyone.
The note appears in the client’s portal thread and emails all subscribed contacts, ensuring a single conversation. Use Internal notes only for technician-only context.

5 | Schedule a Quarterly Business Review (QBR)

Click Submit New Ticket.
Select the Schedule QBR template.
Propose a date and click Create. Your account manager will confirm.

6 | Best-practice checklist

✅ Do	❌ Don’t
Provide full context & evidence (screens, logs).	Rely on vague descriptions.
Keep communication in-ticket (techs: Contact Everyone).	Start side-threads in email that detach from the ticket.
Close tickets once you’ve verified the fix (you’ll get a quick survey).	Leave solved tickets open — they auto-close after the SLA grace period.
Escalate through the ticket if the issue broadens.	Create duplicate tickets for the same incident.

7 | Features not pictured in the screenshot

Service-catalog categories appear after clicking Log Specific Service Request.
Portal feedback field lets you rate your experience at any time.
Admin dashboards (for portal admins) include user management, audit logs and resource uploads.

If a feature you expect is missing, send us a screenshot and we’ll update this guide.

8 | Need more help?

Use Submit New Ticket and select Portal Assistance — a technician will guide you live.