In progress — THEO for client portal users is still being built and is not yet available as a finished product. Your IT provider may not have it turned on, and some tasks below may not be available or may not finish on their own. If you need help now, submit a support ticket.
THEO is the AI assistant being built into your portal. It is designed to handle some everyday IT requests on its own and to hand anything it can't finish to your IT provider. It is not yet a finished product, so what you can do with it today depends on what your IT provider has turned on.
What THEO can help with
THEO works from a catalog of ready-made tasks your IT provider sets up. Common ones include:
- Accounts — reset a password, unlock an account, reset MFA.
- Devices — restart a device, install software, lock or wipe a lost device.
- Software — request a license, fix an app.
- Security — report a suspicious email.
- New hires — set up accounts and access for a new team member.
What you see depends on what your IT provider has turned on.
Ask THEO for help
- In your portal sidebar, select THEO. You can also start from Support by selecting Ask THEO or Chat with THEO.
- Search for what you need, or browse the categories.
- Pick the task that matches, for example Reset my password.
- Answer the short form. THEO only asks for what it needs.
- Select Submit. Follow progress in My Requests.
Why THEO might ask you to confirm it's you
For sensitive tasks, THEO checks that the request really comes from you. Depending on the task, you may need to:
- Enter your Security PIN. See Set up your Security PIN.
Today, PIN is the challenge method to treat as available. Other checks (push, authenticator codes) are still being finished and may not work on every request yet.
This protects you: even if someone gets into your portal account, they can't run sensitive tasks without your PIN.
Check on your request
Select My Requests in the sidebar to see every request and its status:
| Status | What it means | What to do |
|---|---|---|
| Pending | THEO has your request. | Nothing — wait a moment. |
| In progress | THEO is working on it. | Nothing. |
| Requires info | THEO needs something from you. | Open the request and answer. |
| Completed | Done. | Check that it worked. |
| Failed | Something went wrong. | Open it for next steps, or submit a ticket. |
When THEO hands off to a person
If THEO can't finish a task — it's unusual, needs a permission THEO doesn't have, or isn't in the catalog — it is designed to hand the request to your IT provider as a support ticket. Check My Requests; if you don't see a ticket there, submit a support ticket yourself.
Common questions
THEO asked for a Security PIN, but I never set one.
THEO will take you to set one up first. You can also do it any time under Trusted Devices → Security PIN.
THEO says it's done, but nothing changed.
Wait a few minutes — installs and new accounts can take time to finish. If it's still not right after 10 minutes, open the request and use the feedback option to tell your IT provider.
I can't find the task I need.
It may not be set up for your organization. Submit a support ticket instead.
Can THEO see my files or my screen?
No. THEO only runs the specific IT tasks your provider has set up.
Should I use THEO or a ticket?
While THEO is still in progress, use a ticket for anything urgent, complex, or important. THEO may help with some common, quick requests if your IT provider has turned them on.