Managing Support from the Client Portal Estimated Reading Time: 3 Minutes The Support menu of the Client Portal lets clients work with their support tickets. Clients can view their tickets, submit new tickets, and search for tickets. The menu has these items: View Tickets Submit New Ticket Ticket Search A contact sees only the tickets of that contact, unless the contact has permission to see all tickets of the client. View tickets Click Support. Click View Tickets. The View Open/On Hold Tickets page opens. In the View field, select the tickets to show: Open/On Hold Tickets Closed Tickets All Tickets To sort the list, click a column heading. To open a ticket, click its number or subject. The list shows the Ticket #, Subject, Author, Opened, Updated, Priority, Assigned, and Type of each ticket. The list can also show the Department and Classification, if the administrator lets clients see them. To get the latest data, click Refresh. Reply to a ticket Open the ticket. Click Post a Followup. For some ticket types, the ticket shows Submit New Ticket instead of Post a Followup. Then a reply makes a new ticket. Submit a new ticket Click Support. Click Submit New Ticket. The Submit Support Ticket window opens. In the Select Contact field, select the contact who submits the ticket. Optional: To send a copy to other contacts, select a contact in the Add CC field, then click Add CC. Do this for each contact. In the Subject field, type a subject. In the Message field, type a description of the problem. If the Department field shows, select the department. If the Emergency switch shows, set it to YES only for an emergency. Ubersmith gives the ticket the emergency priority. If the Classification field shows, select the classification. Optional: In the Device field, select the device that the ticket is about. Optional: In the Service field, search for the service that the ticket is about. Optional: In the Contract field, search for the contract that the ticket is about. Optional: To attach files, drag them to the Attachments box, or click the box to select them. Click Send. Ubersmith makes the ticket and opens it. The fields in the window depend on the settings and permissions of your account. For example, the Device field shows only if you have permission to see devices. Search for tickets Click Support. Click Ticket Search. The Ticket Search page opens. In the first field, select the tickets to search: Open/On Hold Tickets Open Tickets On Hold Tickets Closed Tickets All Tickets In the with field, select where to search: Any Field, Ticket ID #, Subject, Author, or Body. In the like field, type the text to find. Click Search. The results show the Ticket ID #, Subject, and Author of each ticket. To open a ticket, click its number. Settings for administrators Administrators control the Support menu of the Client Portal with these settings: To show or hide Submit New Ticket, use Can clients submit new support tickets online?. For more information, refer to the article "Configuring Client Interface Global Settings". To set the departments that clients can select, and the ticket data that clients can see, go to Settings > Client Interface > Support Settings. Contact permissions control which contacts can see, submit, and search tickets.