We are excited to introduce the new Customer Portal, designed to make your client’s support experience smoother and more efficient. This new portal provides your clients with access to:

• Announcements: Keep clients informed about your latest updates or anything that may impact them.
• Knowledge Base: Allow clients to browse your library of articles to help them find answers and solutions quickly, therefore taking workload off your support desk. For example, self-help guides on common ways to clean a device low on space.
• Ticket Management: Clients can create, track, and manage support tickets, with each ticket maintaining a detailed history of actions for full visibility into progress.

We are confident that this new Customer Portal will enhance both you and your client’s support experience.

Accessing the new Portal

You can access the updated portal from the left-hand navigation panel under settings. In order to get started, please ensure that you have customised the portal URL prefix.

Already using the existing Portal?

If you are currently using our existing portal, it will remain available for now, but we recommend transitioning your customers to the new version by sharing the new URL. When the old Portal is switched off in the future, the old URL will be made redundant, and your clients will therefore not have access to the Portal.

Please be aware that for the time being the notifications email preview will show the old URL, but rest assured the correct new URL will be sent to clients (you will also notice that test emails will point to the new URL). This preview will show the new URL once the old Portal is disabled.

Get Started:

You can start using the new Customer Portal today using the steps documented within our help system:

How to create customised knowledge: https://documentation.n-able.com/MSPM/userguide/en/Content/MSP-Create-custom-knowledge-types.htm?Highlight=knowledge

How to add knowledge items and announcements to the new Portal: https://documentation.n-able.com/MSPM/userguide/en/Content/MSP-Portal-Knowledge-and-Announcements.htm

How to manage tickets from the new Portal: https://documentation.n-able.com/MSPM/userguide/en/Content/MSP-Customer-Portal.htm