How to use Client Portal

Client Portal is a dedicated ConnectiveOne module for technical support: create requests, view history, add comments, and attach files. All new support requests are submitted through this portal.

Portal URL: clientportal.connectiveone.io

How to open the portal

  • Go to clientportal.connectiveone.io in your browser.
  • Or in Constructor, click ? in the header → Help → Write for support — Client Portal opens in a new tab.

Signing in

  1. On the login page, enter the email address registered for ConnectiveOne support.
  2. Enter your password. If access was granted recently, the password may have been sent in a separate email to that address.
  3. After sign-in, you see your request list, including requests created earlier — history is preserved when moving to Client Portal.

Password recovery

If you forgot your password or did not receive the initial access email:

  1. On the login page, use Forgot password? (or the equivalent link).
  2. Enter the email you use to sign in to Client Portal.
  3. Open the email with instructions, follow the link, and set a new password.

If the email does not arrive, check your spam folder or contact support (see below).

Self-registration

If your organization enabled self-registration, you can register with a new email on the login page — without a prior password email.

  1. Choose Register / Create account on the login page.
  2. Enter your new email, complete the form, and confirm registration (if required — via email).
  3. Sign in to Client Portal with that email and password.

Important after registering from scratch. A new account is not yet linked to your organization in ConnectiveOne — you will not see your company’s request history until your email is added to the organization. Create a Consultation request and ask the team to add your email to the organization; include the email you registered with and your company name. After support confirms, you will get access to your organization’s requests according to your permissions.

If you cannot sign in (no password email, login error, no registration option), try password recovery first; if that does not help, contact ConnectiveOne through your usual support channel or your organization’s administrator. Provide your email so the team can restore access.

Request types

Request types are usually defined in your contract. Typical categories:

  • Consultation — questions about how the product works (how to configure something, why behavior looks a certain way, how to organize a process).
  • Incident — a sudden, unexpected event that makes the platform partially or fully unavailable or critically disrupts user work.
  • Problem — when the same kind of incident keeps repeating; this type helps address root causes, not only the latest symptom.
  • Change — you want to change functionality or configuration (new integration, scenario change, expanded capabilities, and so on).

Billing. Which requests are included in your package and which are billed separately is defined by your contract and technical support terms. If applicable, charges for paid requests may be added to your monthly invoice — check your agreement or ask your account manager for details.

How to submit a request

  1. In Client Portal, start creating a new request (button on the home page or in the request list).
  2. If prompted, choose a direction and topic — available options depend on your organization’s settings.
  3. Select the request type (consultation, incident, and so on) if the form includes that step.
  4. Fill in required fields, review the text, and submit the form.

Form fields: what to enter and why

  • Summary (short title) — one line that captures the essence. Keep it short and clear, for example: “Help setting up driver’s license recognition.”
  • Description — explain in detail what happens, what you already tried, and what outcome you need. Add context if it matters: device, browser, environment (for example production vs staging), and the channel where it occurred.
  • Attachments — usually optional but very helpful: screenshots or a short video showing the issue or desired result reduce the number of “please clarify” rounds.
  • Urgency / priority (if the form includes it) — base this on real business impact: how many end users are affected, whether a workaround exists, and how much the issue blocks your services or teams.
  • Steps to reproduce — for bugs and outages, when possible describe step by step what you did before the behavior appeared.
  • Impact of change — for Change requests, forms often provide a scale or options (from very large, organization-wide impact down to small, limited impact). Pick the option that best matches your assessment.

After you submit, the request enters the workflow; you then work with it in Client Portal and, depending on settings, by email — see below.

Email notifications

For each request, you may receive emails when something changes: status updates or new comments from the team or from you.

How to find your requests

  1. After sign-in, open the request list — it shows requests in different states: new, in progress, closed.
  2. Use filters or sorting by status and type when you need to find a specific request among many.

Working with an open request

When you open a request, you see everything submitted at creation plus the ongoing history. Common actions:

  • view history (timeline of changes and comments);
  • add comments for clarifications and replies to the team;
  • attach files to comments when you need to show new details.

How to view activity history

Open the request from the list. On the request page, find history or comments: there you see status changes and messages from support and your replies.

How to add comments

Enter text in the comment field on the request page and send it. If the team asked a clarifying question, reply in the same thread — context stays in one request.

If the request is no longer relevant (the issue went away or was solved another way), leave a comment and ask the team to close the request. After closure, you may be asked to rate the resolution.

Summary

In short: sign in to Client Portal, choose the right request type, write a clear summary and detailed description, add attachments and urgency context when it helps — that lets the team act faster with fewer clarification loops. For how to use the product in the UI, start with the ConnectiveOne documentation. If you cannot find an answer there, create a request in Client Portal or contact your organization’s administrator.