The Client Portal is the customer-facing side of ZestMSP — a branded web address where your customers' contacts can submit tickets and check status without ever logging in to your back-office app. This article covers finding your portal address, configuring which Queue catches portal-submitted tickets, and how the portal experience ties to the rest of ZestMSP.
Find your portal address
Go to Configurations → Settings. The Client portal settings panel on the right shows your portal URL — typically something like support.[yourdomain].io or a subdomain you've configured with ZestMSP.
Click the icon next to the URL to copy it. Send this address to your customers and put it in your email signatures, onboarding decks, and the footer of your website.
How portal tickets are routed
When a contact submits a ticket through the Client Portal, it lands in your Portal Default Queue.
To check (or change) which Queue is the Portal Default:
- Go to Configurations → Queues.
- Look for the Queue with the Portal Default badge — by default this is your Support Request or Break/Fix Queue.
- To change the Portal Default, open the target Queue's detail page and set it there.
Only one Queue can be Portal Default at a time. Pick the Queue whose SLA targets and User Group assignments match what portal tickets should be handled by.
What customers see
The Client Portal is intentionally lightweight. From the customer's perspective:
- They visit your portal URL (e.g.,
support.yourdomain.io) in any browser. - They submit a ticket by filling out a short form — typically Title, Description, and optional attachments.
- After signing in, they see the tickets they (or their VIP contacts) have submitted, with status updates as your team works them.
- They can reply to ticket threads from the portal, which flows back as comments in ZestMSP.
The portal authentication, branding, and form fields are configured at the platform level — most customizations happen through the company profile in Settings (logo, support email) rather than per-portal.
Set the portal's first impression
Two settings most directly shape what customers see when they land on the portal:
- Logo on Configurations → Settings — appears in the portal header.
- Support email on Configurations → Settings — the reply-to address for portal-related communications.
Update both before sharing the portal URL with customers.
Portal vs. email submission
Customers usually have two ways to open a ticket:
| Portal | ||
|---|---|---|
| Best for | Customers who want to see status, attach files, see ticket history | Customers who just want to send a quick message |
| Routing | Portal Default Queue | Configured email address on a Queue (typically Break/Fix) |
| Visibility for customer | Full thread view, status updates, history | Email replies only |
| Setup | Set Portal Default Queue | See Capture tickets from email (Email Submission) |
Most MSPs offer both. Power users gravitate to the portal; everyone else emails.
Manage VIP contacts in the portal
Contacts flagged as VIP contact on the customer profile get a slightly elevated experience in the portal — they show up first in lists, get prioritized routing, and surface in your team's escalation views. Set the VIP flag on the customer's Contacts tab.
Troubleshooting
- Portal address isn't loading. Confirm the URL in Configurations → Settings is correct. If your domain hasn't been provisioned by ZestMSP yet, contact ZestMSP support to set it up.
- Tickets submitted via the portal land in the wrong Queue. Check the Portal Default badge on Configurations → Queues — only one Queue holds the badge at a time.
- Customer can't log in. Confirm the Contact exists on the customer profile and that they're using the email address on that Contact record.
- Customer doesn't see all their tickets. Standard Contacts see only their own submissions. Promote the contact to VIP contact if they should see the whole company's tickets.