Introducing Our Client Portal

When we switched our ticketing system a few years ago, we had several target goals as well as a long-term vision. We’ve met several of the goals and are thrilled to begin steps towards the larger vision which starts with a Client Portal!

The first step is to allow clients to look at their support tickets. We’ve been testing this with a couple of clients and it’s going quite well. The primary contact person can log into the Client Portal and see the status of tickets, see details, submit a new ticket, and request specific services.

One of our clients reported “It has become part of my daily logins. The site is user friendly, very easy to navigate.” She continued, “Rather than going through my inbox finding the email to look back at, it’s all right there nice and organized.” Another primary contact said, “It’s been handy to reference and know a matter is closed instead of checking with you for a follow up.”

For our managed services clients, the person pulls up a browser and enters ‘support.syscon-inc.com’ which brings them to a log in page. By clicking the ‘sign in with Microsoft’ option, our ticketing system recognizes the user and their level of access and logs them in. The primary page is a nice blue background with a coffee cup, some ‘boxes’ with quick access, and a list of recent activity. The person can choose report options, view issues, or even use our new Hardware Request form.

Speaking of the hardware request form, this is the next step of our longer vision. When clients request hardware quotes, it usually turns into several email messages as we clarify who will be using the equipment, preferences, and confirm if any other peripherals are needed. Phase I of this form allows you to choose what kind of equipment you’re asking about, let’s say Laptops, and provides a list of things we’ll need to know. What size monitor? Do you need a 10-key? How about a docking station? Do you want the extended warranty? What about an external keyboard or mouse? And more! Choose a different option and you’ll get a different list. This should be a great time-saver for both of us!

Keep an eye on your email and our newsletter for the official launch of our Client Portal. Authorized users can be granted additional access to view and submit requests for the entire company!

Don’t worry—we still answer our phones ‘live’ Monday through Friday, 8 to 5 Central time, and you can still email in your requests to CustomerSupport@syscon-inc.com. Nothing has changed here! We’re providing additional access that will allow you to see your tickets, the status, submit tickets, and other ticket-related details. We are VERY excited about this! —CMW