# 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](https://clientportal.connectiveone.io/)

## How to open the portal

- Go to [clientportal.connectiveone.io](https://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](https://clientportal.connectiveone.io/), 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](/en/index.md). If you cannot find an answer there, create a request in Client Portal or contact your organization’s **administrator**.