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Client Portal FAQ

Getting Started

  • What is the Client Portal?

The Client Portal is your all-in-one platform to submit support tickets, communicate with our team, access helpful resources, and request IT services or solutions — all in one place.

How do I access the Client Portal?

You can access the portal by visiting: https://myaccount.dtctoday.com Use your registered email and password to log in. If you need help with your login, contact our support team at helpdesk@dtctoday.com

Do I need special software to use the portal?

No, the portal is entirely web-based. You just need a web browser and an internet connection.

Getting Started

  • What is the Client Portal?

The Client Portal is your all-in-one platform to submit support tickets, communicate with our team, access helpful resources, and request IT services or solutions — all in one place.

How do I access the Client Portal?

You can access the portal by visiting: https://myaccount.dtctoday.com Use your registered email and password to log in. If you need help with your login, contact our support team at helpdesk@dtctoday.com

Do I need special software to use the portal? No,No the portal is entirely web-based. You just need a web browser and an internet connection.

Is the portal secure?

Yes, your data and communications within the portal are encrypted and protected by industry-standard security protocols.

Who can access the portal within my company?

Access is granted to approved contacts from your organization. If you’d like to add or remove authorized users, please contact our support team. For information of end-user permission and visibility, please refer to the section in this FAQ titles Roles

Support & Ticket Submission

How do I submit a support ticket?

Simply log into the portal, click on Submit a Ticket, provide the details of your issue, and hit Submit. You'll receive a confirmation email once your ticket is logged. Note: You won't receive the email immediately after submission, only after the ticket has been seen and logged by the team.)

What kind of issues can I submit tickets for?

You can submit tickets for technical support, troubleshooting, system access issues, hardware/software problems, and more. If you're unsure, just submit a ticket — we’ll guide you.

How can I check the status of my ticket?

Log into the portal and navigate to My Tickets to see real-time updates, progress, and communication on all your submitted tickets.

Can I add updates or respond to my ticket?

Yes! You can add comments, attachments, or respond directly within the ticket thread in the portal — no need to chase emails.

How will I be notified of updates or responses?

You’ll receive email notifications for any updates, responses, or resolutions to your tickets. You can also see everything by logging into the portal.

Solution & Service Requests

What if I need to request new services or IT solutions?

Use the Request a Service option in the portal. You can request things like new equipment, software installations, system access, or consult IT solutions.

Can I track service requests like tickets?

Yes, service requests function just like support tickets — you can track them, communicate with our team, and view updates all in one place.

Account & Technical Assistance

I forgot my portal password. What do I do?

Click Forgot Password on the login page to reset it. If you run into issues, contact our support team at helpdesk@dtctoday.com

What if I experience issues with the portal itself?

Please email us at myportal@dtctoday.com — we’ll be happy to help troubleshoot.

User Roles

What user roles are there?

Role Description
Admin Full access — can view and manage everything in the client portal.
Approver Decision-maker for financial approvals; can approve or reject quotes.
Billing Can view quotes, approve/reject quotes, and (coming soon) view and pay invoices.
End User (Tickets Only) Standard end user; can see their own tickets and devices and submit new tickets.
Site Manager Oversees a single location; has the same capabilities as an End User plus visibility over all items for that location.
VIP (Very Important Person) Tag indicating the person is a high-priority contact.
Emergency Designated emergency contact for critical issues.

What user roles should every client have?

Every client should designate at least:

  • Admin – ensures someone has full control over the portal.
  • Emergency – so we know who to contact for urgent issues.

All other roles are optional, but supplying them helps us tailor a more personal and efficient support experience.

Can portal users see everything?

No. Visibility is governed by client boundaries and user roles:

  1. Client boundary – A user can never see information that belongs to another client. The portal’s highest separation layer is the individual client record.

  2. Role-based scope within a client

    • Admin – Full visibility of every asset, ticket, invoice, and quote for the entire client.
    • Site Manager – Sees all items (assets, tickets, etc.) tied to their assigned location, plus all End User capabilities.
    • End User – Sees only their own tickets, devices, and any assets explicitly assigned to them.
    • Approver / Billing – Primarily focused on financial items; can view and act on quotes (and invoices once enabled).
    • VIP / Emergency – These tags inherit the visibility of whichever primary role the user also holds (e.g., VIP + Admin).

  3. Tickets & comments – Users only see ticket comments or attachments that are posted with “Contact Everyone” visibility.

  4. Internal-only data – Technician notes and other internal fields remain hidden regardless of role.

We’re gathering feedback on this visibility model during testing—please let us know if these boundaries don’t meet your needs.

Important Note on Billing Information Visibility

For transparency, please be aware that credit card information on file (last 4 digits only) will be visible to all end users within your company’s account.

  • This visibility is limited to your company’s users only and is not shared outside your organization.
  • No full card numbers or sensitive payment data are displayed — just the last 4 digits for easy reference.
  • This helps your team identify which card is being used for payments, while keeping financial control private to your business.

Billing

How do I give feedback?feedback on the portal itself? (including functional portal tests)

During the current testing phase:

  • Send all feedback, questions, or bug reports to: myportal@dtctoday.com

  • Please include:

    • A clear description of the issue or suggestion
    • Steps you took before it occurred
    • Screenshots (if possible)
    • Indicate whether it relates to Tickets/Services or Billing/Stripe ACH
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