Overview
Your IT provider manages who can use your organization's Client Portal. Portal users are added, given a role, and deactivated by the provider from their own tools — the portal has no Team page, and no email is sent to a person when their access is created.
Understanding Roles
When your provider grants portal access, they assign one of three roles:
- Admin — full portal access. Admins can submit tickets, view every portal section your organization has enabled, and perform any action their permissions allow.
- User — standard access. Users can submit tickets, view reports, see devices and backups, and use other sections enabled for your organization.
- Viewer — read-only access. Viewers can see information in the portal but cannot take actions such as submitting tickets or requesting changes.
Your IT provider may also assign more specific roles (such as a school-specific role for counselors or staff). Those are set up by the provider and will appear in your portal if they are configured for your organization.
Adding Someone to the Portal
Portal access is granted by your IT provider, not from inside the portal. Ask them to add the person's email address as a portal contact, and to say which role they should have.
No email is sent to the person when that happens. There is nothing to accept, and no invite link to click — the person simply signs in themselves.
How a New Person Signs In
Tell them to go to your portal address and click Email me a sign-in link instead on the sign-in page. A one-time link is emailed to them and is valid for 15 minutes. See Signing In Without an Invitation for the step-by-step.
Changing Someone's Role
Ask your IT provider to change the role on the person's portal contact record. The change applies at their next sign-in.
Removing Someone's Access
Ask your IT provider to deactivate the person. Deactivated users are immediately signed out and can no longer access the portal. Their history and any tickets they submitted remain visible to admins. Deactivation does not permanently delete the account — your IT provider can reactivate it if needed.
Frequently Asked Questions
Can I add a teammate myself?
No. The portal has no user-management page — your IT provider adds portal users from their own tools.
My provider added someone, but they say no invitation email arrived.
Correct — no invitation email is sent when a portal contact is added. Tell them to sign in themselves with a one-time sign-in link.
Can I give someone more access than I have?
Only your IT provider can grant portal access. Ask them for the level the person needs.
How many admins can my organization have?
There's no hard limit. However, we recommend keeping the number of admins small to reduce the risk of accidental changes.
What happens to open tickets when someone is deactivated?
Open tickets remain in the system. Your IT provider's technicians can still work on them. The deactivated user won't receive further notifications.
Can I see what actions an admin has taken in the portal?
Contact your IT provider to request an audit review. Significant account actions are logged on the backend.