Client and Employee Portal for Tickets, Live Chat, and Knowledge Base Access

Codenica ITSM + ITAM provides a cloud-based Client and Employee Portal that offers 24/7 access to IT support, the knowledge base, live chat, messaging, and assigned assets. The portal works on any device and supports efficient self-service for customers and employees, ensuring smooth communication and faster ticket resolution.

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Currently available software language versions

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Client Portal Branding - Only Your Company Is Visible

The Client Portal is often the first place where users interact with your IT team, which makes its appearance truly important. In Codenica ITSM + ITAM, the Client Portal displays only your brand, with no visible references to the software vendor. Customers and employees see a consistent environment that feels like a natural extension of your organization rather than an external tool. This level of branding builds trust, reinforces a professional image, and ensures continuity in user experience. The Client Portal becomes part of your company - not a third-party application.

Branding Customization

By default, the Client Portal hides all information about the software provider from your customers and employees. You can easily customize its appearance by adding your own company logo, selecting a theme, and applying a color scheme aligned with your brand identity. As a result, the Client Portal not only supports ticket handling but also strengthens a consistent company image in everyday user interactions. This approach combines help desk functionality with a professional, fully branded presentation of your organization.

Screenshot showing branding configuration options in application settings

List and Overview View Configuration

Adapting the Client Portal to User Preferences

The Client Portal is a tool that users interact with on a regular basis, which makes comfort and usability critically important. The ability to adjust the portal’s appearance and behavior to individual preferences makes daily use feel natural and intuitive. Elements such as color themes or interface language have a direct impact on user experience and help build positive associations with your brand. From the perspective of customers and employees, the portal stops feeling like a forced system and becomes a tool aligned with their way of working. These details are what ultimately determine whether users return to the portal willingly.

Dark or Light Mode

Client Portal users can choose between light and dark mode depending on their personal preferences and working conditions. This is especially important during prolonged use, night work, or on mobile devices. As a result, the portal remains readable and comfortable in any situation.

Color Scheme

The Client Portal allows users to personalize the color scheme, enabling them to adjust the interface to their visual preferences or accessibility needs. This flexibility improves overall comfort and makes the interface more pleasant for everyday use.

Preferred Language

Multi-language support allows customers and employees to use the portal in the language that feels most natural to them. This eliminates communication barriers and reduces the risk of misunderstandings, especially in international organizations or companies serving customers across multiple regions.

Color and Icon Configuration

An Easy-to-Use Help Desk Ticketing System

The Client Portal provides a full-featured ticketing system designed with simplicity and clarity in mind for end users. Customers and employees can view, filter, group, and track their tickets in one place while quickly checking current statuses. Intuitive views eliminate the need to explain how the system works-users immediately understand where they are and what is happening with their request. As a result, communication with the support team remains clear, and ticket handling requires no additional instructions or training.

Tickets in Card View

The card-based view presents tickets in a clear, visual format that makes it easy to quickly locate a specific request. Users can easily track statuses, priorities, and key information without diving into technical details.

Screenshot showing tickets displayed in card view within the Client Portal.

Tickets in Table View

The table view gives users greater control over their ticket list by allowing fast comparison of statuses, dates, and other details. It works particularly well when handling a larger number of tickets or taking a more analytical approach. Users can choose the view that best fits their working style.

Screenshot showing tickets displayed in table view within the Client Portal.

Assigning Assets to Tickets

When creating a ticket, customers can attach assets and documents assigned to them, such as hardware, software, or contracts. This ensures the ticket contains full context from the very beginning, significantly shortening diagnosis time and reducing follow-up questions from the support team. It’s a simple mechanism that genuinely accelerates ticket resolution.

Screenshot showing assets assigned to a ticket.

Bulk Ticket Editing

The Client Portal as a Central Hub for Communication and Information

The Client Portal in Codenica ITSM + ITAM organizes all communication between the company and its customers or employees into a single, consistent environment. Instead of using multiple tools, email inboxes, and scattered sources of information, users gain one place to manage tickets, review assigned assets, access the knowledge base, and communicate directly with the support team. This level of centralization eliminates information chaos and significantly reduces the time needed to resolve issues. The Client Portal becomes a natural point of contact that simplifies collaboration and improves service quality.

24/7 Customer Self-Service

The Client Portal is available around the clock from any device-without installation or additional configuration. Customers or employees can check ticket statuses, review assigned assets, or find answers in the knowledge base at any time.
Advanced self-service options include the knowledge base, access to assigned assets, ticket handling, and direct communication through chat and messages. As a result, many issues can be resolved immediately without involving the support team.
The entire Client Portal displays only your company’s branding, with no visible system vendor elements. Consistent visual identity strengthens a professional image, builds user trust, and reinforces the quality of your services.

Codenica ITSM + ITAM Costs for Small Businesses

Self-Service Knowledge Base Available 24/7

The self-service knowledge base in the Client Portal allows users to quickly find answers without contacting the support team. Customers and employees have constant access to proven instructions, tips, and solutions-at any time and from any device. As a result, many issues are resolved instantly without creating tickets. For IT teams, this means less load from repetitive questions, while end users gain a stronger sense of control and independence. The knowledge base naturally becomes the first step in the support process.

Logical Article Organization

Knowledge base articles are organized by types, categories, and tags, making it easy to quickly find the right solution. A clear structure allows users to navigate content intuitively without spending time searching.

Screenshot showing the knowledge base in the Client Portal.

Search and Custom Filters

An advanced search engine and custom filters allow users to instantly narrow down articles to the most relevant results. This makes it easy to find the right information even in a large and extensive knowledge base.

Screenshot showing knowledge base articles with applied filters.

User Ratings and Feedback

Customers and employees can rate the usefulness of articles, providing direct feedback to the IT team. This helps continuously improve knowledge base content and adapt it to real user needs.

Screenshot showing a knowledge base article with rating options.

Codenica ITSM + ITAM Costs for Outsourcing Companies

Integrated Customer Support Chat and Internal Messaging System

The Client Portal in Codenica ITSM + ITAM enables direct and natural communication between users and the support team. Instead of scattered emails and external messaging tools, all communication takes place in one structured environment. The chat supports fast, real-time conversations, while the messaging system enables asynchronous communication without losing context. As a result, communication becomes clear, secure, and easy to track.

Company Chat

The company chat allows real-time conversations directly within the Client Portal. Customers or employees can quickly contact the support team without using external messaging tools. All conversations are automatically stored, making it easy to continue discussions and maintain a complete communication history. This solution works particularly well in situations that require a fast response.

Customer Support Chat

Messaging System

The messaging system is a structured alternative to chat and traditional email. It enables asynchronous communication, supports file attachments, and allows users to return to previous conversations without searching through inboxes. All messages remain in one place and are accessible only to authorized users. This keeps communication clear, complete, and always tied to the proper context.

Messaging System

Team-Based Work in the Ticketing System

Creating a New Help Desk Ticket

Creating a new ticket in the Client Portal is designed to be fast and intuitive, even for users who interact with the system only occasionally. The user does not need to understand the internal structure of the system or help desk terminology-the form guides them step by step through reporting a problem or submitting a request. Already at the ticket creation stage, users can attach assigned assets, documents, and additional details that help the IT team quickly understand the context. This reduces the number of follow-up questions and shortens response time from the very beginning. The Client Portal becomes a natural and convenient point of contact with the support team.

New Ticket

Customers or employees can easily create a new ticket directly in the Client Portal by attaching assigned assets, documents, or additional information. As a result, the ticket contains full technical and business context from the start, which is essential for efficient handling. The support team receives complete information immediately, reducing the need for clarification and accelerating problem resolution. The entire process remains clear, structured, and fully consistent with the rest of the help desk system.

Ticketing System

Screenshot showing the creation of a new ticket.

How to Easily Create Tickets from Emails

Overview of Assigned Assets and Documents

The Client Portal allows customers and employees to maintain constant access to assets and documents assigned to them, without the need to contact the IT team. All information is available in read-only mode, ensuring data security and eliminating the risk of unauthorized changes. Users can review details of hardware, software, licenses, or documents linked to their account at any time. This level of access improves transparency and significantly reduces the number of inquiries directed to the support team.

Item View

The item view allows customers and employees to browse assigned assets and documents in a clear and structured layout. Selecting an item displays its detailed properties, while keeping all data protected from modification.

Screenshot showing assets assigned to a customer or employee.

Table View

The table view makes it easy to browse a larger number of assets and documents at once. Expanding a record reveals its details without leaving the list, which simplifies orientation and comparison of information.

Data Visibility Control

The system allows precise control over which assets and documents are visible in the Client Portal. This makes it possible to tailor the scope of shared information to user needs while maintaining full control over what is exposed externally.

Screenshot showing access configuration settings.

Views of Any Assets Within the System

Frequently Asked Questions

1. Is the Client Portal Available in All Codenica ITSM + ITAM Plans?

Yes. The Client Portal in the cloud-based help desk and service desk system is available starting from the Starter plan. It provides a scalable support solution, suitable for small businesses and large enterprises.

2. What Does It Mean to Manage Two Types of Clients?

The help desk software supports both internal employees and external customers. It enables service ticket management, as well as warranty and post-warranty support for products. In the settings, you can define whether support is for external customers or internal employees, affecting terminology and account creation processes.

When set for internal employees, only support staff can be registered. When configured for external customers, clients can create accounts independently on the Client Portal.

3. How Can Customers or Employees Securely Access the Client Portal?

Your customers or employees can access the Client Portal via the link: "main-path-to-your-application/portal". The system supports both user types with separate account creation processes.

Internal employees are added by agents, with login credentials sent via email.

External customers can register independently through the portal link, managing their accounts directly.

4. Can Customers Use the Client Portal on Any Device Without Restrictions?

Yes, the Client Portal offers access to essential features, including the knowledge base, assigned assets and documents, and service ticket management. It ensures that customers and employees can obtain information anytime, from any device.

5. Do Customers or Employees Need to Install Any Software?

No, there is no need to install any software. The Client Portal is a cloud-based SaaS solution, accessible through any web browser on any device. Customers and employees can seamlessly search the knowledge base, use the company chat, or manage their tickets without additional installations.

6. How Does the Client Portal Ensure the Security of Customer and Employee Data?

Our platform, hosted on Microsoft Azure, ensures secure data storage and privacy compliance. Advanced authentication methods protect customer and employee information at all times.

7. Are Files Uploaded by Customers or Employees Securely Stored in the System?

Absolutely. File security is a top priority. All uploaded files are securely stored in Microsoft Azure, with dynamic security keys restricting access to authorized users only.

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