Documentation

How to run your MSP on TechPortMSP — clients, tickets, assets, repairs and billing.

Getting started

TechPortMSP keeps client documentation, support tickets and billing in one place, so you are not jumping between a spreadsheet, a ticket queue and an accounts package.

The two sides of the system

There is the agent side, which your technicians use, and the client portal, which your customers log into. Every client record has both.

Working inside a client

Most work happens inside a client. Open Clients, pick one, and the left menu changes to that client's own menu — their contacts, devices, documents, invoices and so on. Click All Clients to come back out.

Clients and contacts

A client is a company you support. Each has locations, contacts, devices and billing history.

Contact roles

Roles decide who receives what. On a contact you can set:

Setting	What it does
Primary Contact	The default recipient when no specific role is assigned.
Billing	Gives the contact the Finance menu in the portal.
Technical	Gives the contact the Technical menu in the portal.
Important	Pins the contact to the top of the list.

Document routing

Beyond those, each client has routing roles — CEO, Accountant, Purchase Manager, IT Admin, General Admin. Assign a contact to a role and the matching documents go to them.

One holder per role, per client. Assigning a role to someone new moves it off whoever held it before. If a role is unassigned, documents fall back to the primary contact.

Tickets

Tickets track support work. They can arrive by email, be raised in the portal by a client, or be created by a technician.

Statuses

A ticket moves through New → Open → On Hold → Closed. There is also Auto Close, used when a ticket is waiting on the client and will close itself if they do not reply.

Priorities

Three levels: Low, Medium, High.

Billable work

Mark a ticket billable and the time logged against it can be pulled onto an invoice later.

Assets

Assets are the devices you look after — laptops, desktops, servers, firewalls, switches, printers and anything else. Each carries its make, model, serial, Device ID, IP, warranty date, who it is assigned to and where it lives.

Statuses

Ready to Deploy, Deployed, Loaner, Out for Repair, Retired, Disposed, Lost, Stolen.

Transfer history

When a device moves between people or sites, the move is recorded against it, so you can see where a machine has been.

Return for Maintenance

RFM handles devices that come back damaged or faulty.

Raising one

Pick the client and the device, describe what is damaged, and add any detail. The device's warranty status is shown automatically so you know whether the repair is chargeable.

The workflow

Submitted → In Review → Repaired → Returned, or Rejected / Closed.

Costs and quoting

Add each repair cost as its own line — parts, labour, whatever. The total rolls up on the RFM and on the device record, and can be turned into a client quote in one click.

Loaners

Issue a loaner device against the RFM and it is tracked as on loan until the original comes back.

Quotes and invoices

Numbering

Invoices, quotes, purchase requests and RFMs are numbered per client. A client's fourteenth invoice is INV-14 for them, regardless of how many invoices exist across the system.

Invoice statuses

Draft, Sent, Viewed, Partial, Paid, Cancelled. An invoice past its due date shows as overdue.

Recurring invoices

Set a scope, an amount and a frequency, and the invoice generates itself on schedule.

Purchase requests

A client asks for hardware through the portal, you approve or reject it.

Statuses are Submitted, Approved, Rejected, plus a Fulfilled marker once the goods are delivered.

Inventory link. If the request is tied to a product, marking it fulfilled draws that quantity down from stock.

Client portal

Clients sign in to see their own information. What they see depends on their roles:

Everyone — home, tickets, purchase requests, return for maintenance
Billing contacts — invoices, recurring invoices, quotes, saved payments
Technical contacts — contacts, assets, documents, domains, certificates

Documentation and passwords

Per client you can record networks, credentials, domains, certificates, licences, racks, services, documents and files — the things you need to hand when something breaks at 7am.

Credentials are sensitive. Access is controlled by user role. Review who has permission before storing anything critical.

Reports

Revenue, expenses and profit — overall and per client — plus renewals coming up in the next 90 days across domains, certificates, licences and device warranties.