How to use the portal (client-side tasks)#

Audience: both — the steps are yours as a client. Your service desk hands you the start (see their portal setup page).

The Client Portal gives you a single place to open support requests, check the status of ongoing work, review invoices, read help guides written for your team, and book appointment slots with your IT provider.

Prerequisites#

• A portal login created for you by your service desk (for security, there is no public "sign up" button).
• Your service desk's portal web address. If you ever forget your password, ask your service desk to reset it or send you a fresh sign-in link ("Your service desk provisions accounts and can reset this password").

1. Sign in to the client portal#

Open your portal URL. The sign-in page is titled "Marula — client portal sign-in" and displays "Support access provided by your service desk" at the bottom. Enter your email address and password (or click the magic sign-in link sent by your service desk).

Once signed in, you see four tabs along the top navigation bar: Requests, Invoices, Knowledge, and Schedule.

2. Open and track support requests#

Click Requests to view open and past tickets for your organization:

• Submit a new request: Click the new request button, describe the issue, and submit. Your request immediately creates a ticket on your service provider's board.
• Follow progress and reply: Open any request to see its current status and exchange messages with the technician working on it. Internal technician notes stay private to the service desk, while every message posted to the portal thread is visible to you.

3. View your invoices and payment status#

Click Invoices to see every bill your service desk has issued to your company, along with what has been paid and any open balance. Every invoice line and payment record comes directly from your provider's billing ledger.

(If your provider has sent you a hardware or project quote to review, open Quotes to approve or decline the quote.)

4. Find answers in Knowledge#

Click Knowledge to browse or search troubleshooting guides and setup instructions that your service desk has published for your organization. Search results only include published articles specifically shared with clients.

5. Book an appointment on Schedule#

Click Schedule to pick an available time slot for an on-site visit or remote call. When you book a slot, you get an immediate confirmation and the appointment appears directly on your service desk's dispatch board.

What you learned#

• Everything you need lives under four tabs: Requests, Invoices, Knowledge, and Schedule.
• Every request you submit goes straight to your service provider's active ticket board.
• Your company's portal records are completely isolated from every other client (read how portal isolation works, or see the portal onboarding tutorial).