Customer Portal

The problem

The person whose laptop will not start is not the person who bought the managed-services contract. They email a shared inbox, or they message someone they met at onboarding, and then they wait with no ticket number, no status and no idea whether anyone saw it. The service desk gets a one-line email with no device, no priority and no category, and spends the first reply asking questions the requester could have answered at submission. Meanwhile the office manager is chasing an invoice PDF through a mail thread.

What Solidlio does about it

Solidlio gives every end user their own signed-in portal. They raise a request from a categorized list that pre-fills type and priority, or describe it in their own words and get help articles offered before a ticket is created at all. The request lands with an SLA clock already running, routed to a queue, with the device attached if they started from it. They follow it in a conversation view with live updates, get an email when someone replies, approve or reopen the resolution, and rate it. The same portal shows the devices assigned to them, the sites their company runs, the articles published to them, and the invoices and quotes addressed to their organization — which they can pay and sign without leaving it.

Capabilities

Built for MSPs and their clients

The portal is one side of a two-sided product. The MSP never has to give a client’s staff a seat in an administrative console to let them raise a ticket.

The boundary is enforced in the query, not the interface. A request, device or project that belongs to someone else answers 404 — the API does not confirm it exists.

How it works

1. The user signs in and lands on a search-first home page showing their open requests, what needs their reply, and what their company owes.
2. They search first. Typing a problem searches published help articles; a “Still need help?” link carries the query into the composer.
3. They raise the request from a category, from free text, or from a device page. Type, category and priority arrive with it.
4. Solidlio applies the SLA policy, routes the ticket to a queue, notifies the queue’s members, fires the webhook, runs the automation rules and emails the requester a confirmation with the ticket number.
5. The service desk replies. The requester gets an email and, if their browser is open on the request, a live update in the thread.
6. The requester replies back. If the ticket was waiting on them it re-enters the queue, the assignee is notified, and the SLA response clock — which their own reply must not stop — keeps running.
7. On resolution they get an email, then approve-and-close or reopen, then rate it.

Compliance and audit

• Every status change is an immutable row. TicketActivity records the field, the old and new values, the actor and the timestamp. Customer-driven changes (cancel, approve-close, reopen, reply-reopens) are recorded the same way staff changes are.
• The timeline is filtered, not redacted after the fact. A customer-portal caller reads progress rows only; assignment and queue movements, and any note whose actor is not the caller, are excluded by the query.
• Quote and SOW acceptance record who agreed. Name, signature and timestamp are stored on the document. The portal no longer offers a one-click accept that could sign on the user’s behalf.
• GDPR Art. 15 / 17 / 20 are self-service. Export, erasure and consent withdrawal are in the portal, scoped to the signed-in person, with an authenticated download and a 7-day link lifetime.

Editions

Integrations

• Microsoft 365 calendar — per-user two-way sync, with a chosen calendar, direction, frequency and optional real-time subscription.
• Stripe — card payment for invoices, and the organization’s saved payment methods.
• Outbound webhooks — TICKET_CREATED and TICKET_COMMENT_ADDED fire for portal-raised requests and portal replies, alongside staff-raised ones.