The portal your clients actually use

There isn’t one, by design. Your account is created for you by your provider’s admin (there is no self-serve signup), and you get a welcome email with a link to the sign-in gateway. That link is where you start every time.

From there it depends on your organisation. If your team is on a Microsoft tenant, you use Microsoft sign-in. Everyone else asks for a 6-digit code, which arrives by email, is valid for a few minutes and works once.

So there is no password to set, no password to reset, and no password to leak. If you can read your email, you can get in.

Access is set per project rather than per company, so a project can be listed for you and still be closed until somebody adds you. Opening it shows an access screen instead of the usual tabs, and nothing about the project is shown there beyond its name, so you know which one you are asking about.

Write a short note if it helps whoever decides, then ask for access. They are notified straight away, in their app, by push notification and by email, and the screen tells you a request is waiting, with the date you sent it.

You hear back either way. Approved, the project simply opens the next time you go to it. Declined, the screen shows the reason if one was given and offers another attempt, up to twice a day for the same project and five times in total.

If the project belongs to a company your account is not part of, there is nothing to ask for and no button to press. Speak to your account contact instead.

You see the projects you have been added to as a member, and nothing else. Being part of your organisation is not enough on its own: membership is set per project.

This is enforced on the server, not by hiding menu items. A project you are not a member of does not come back in your data at all, so there is no address to guess and nothing to stumble into.

If a project is missing, ask your provider’s admin to add you to it. It shows up the next time you load the portal.

Open the project and add a request. You need a title and a description. The description is a rich-text field, so you can format steps, paste a list, and make the detail readable rather than one block of text.

You can attach up to 3 files, 25MB each. Screenshots, a log, the document that started the argument.

The form also asks you to suggest a type (issue, feature request or change request) and a priority. Both are required, but they are a suggestion, not a decision. Guessing wrong costs you nothing, because the team confirms or corrects both when they triage.

Every request starts as unsorted. The team triages it from there into a numbered, typed record, and that record is what gets worked.

Each project has four:

• Request Tracker: everything you have raised, including what is still unsorted.
• Issue Tracker: the requests that turned out to be something broken.
• Feature/Change Tracker: new work and changes to existing behaviour.
• Maintenance Tracker: the agreement, if your project has one. The monthly allowance, the period, the window it covers and what it covers.

They all work the same way. Each one is a filterable list with search, and the stat tiles at the top are one-tap filters: tap a tile to narrow the list to it, tap again to clear.

Status and priority are shown on every record, so you can see what is moving and what is queued without asking anyone.

Where a project has time on it, the total used sits on the project overview rather than in the tracker, split by the record it went on and stated in man-days. It is never broken down per person.

On projects that share it, yes. Time used sits on the project overview as a total in man-days, written to two decimals, and Time by record below it splits the same total across the issues and requests it went on, with the reference and title of each. A man-day is four working hours, so 12.75 md is 51 hours.

It is a project figure and only ever a project figure. It is never broken down by who did the work, and records that are internal to the delivery team do not get their own line, so the lines need not add up to the total.

If your project has a maintenance agreement, the overview also shows this month’s usage against the monthly allowance.

If you see no time figure at all, sharing is turned off for that project. It is off by default, so ask your account contact if you expected it.

On the project’s Files tab. It holds the documents your team decided you should be able to find in one place, and each one can be previewed in the browser or downloaded. The team can share links and written notes there too: a link opens in a new tab, and a note opens to read.

You see only the files, links and notes that were deliberately shared with your organisation. Everything else on that tab is with the delivery team and is absent from your view rather than locked: sharing a file is a decision somebody makes on purpose, needs the right permission, and is written into the project’s activity, so there is a record of what was handed over and when.

Files attached to a request, or sent in a chat room, are separate from this. Those stay with the record or the conversation they arrived in, which is usually where you would look for them anyway.

When your request is sorted into an issue or a feature/change request, your comments and files carry over to the new record, so you don’t repeat yourself and the conversation stays with the work.

The sort itself is recorded on the record: who did it, and the reason they gave if they gave one.

Every version of the title and description is kept when someone edits it, so nothing is quietly rewritten under you. Day to day, the history you can see is the conversation: comments stay on the record, and an edited comment is marked Updated.

Chat rooms are set up for you by our team, so there is nothing to create and nobody to invite. You open a room, send messages, and attach files. Messages are live: they land as they are sent, no refreshing. If someone else needs to be in a conversation, ask your admin and they will add them.

Chat sits alongside the formal records rather than replacing them. Use it for the quick back-and-forth: a clarifying question, a screenshot, confirming you are talking about the same thing. Anything that has to be tracked belongs on the request, which stays the source of truth.

Room rows show the organisation that owns them, so when you are in more than one conversation it is obvious which is which.

In the portal there is a notifications page and a bell, so you can catch up on what moved whenever you sign in. For your phone, turn on push in Settings.

On iPhone and iPad there is one extra step first: install the portal to your Home Screen. It is an installable web app, and iOS only allows push once it is installed. Open it from the Home Screen icon after that, then enable push.

Settings has a Send test notification button. Press it and a real notification should arrive on the device you are holding. That proves the whole path works, rather than leaving you to find out during something urgent.

Then you get email instead, without asking for it. While push notifications are not active on any of your devices, status changes and new comments on your requests are emailed to you. The moment one device is receiving push, the emails stop, so you are never told the same thing twice.

Email updates in Settings turns them off for good. That preference belongs to your account rather than to the browser you set it in, so it holds everywhere you sign in.

Push itself is per device and per browser: turning it on your phone does not turn it on your laptop. On an iPhone or iPad the portal has to be installed to the Home Screen first, because iOS allows push only to installed apps. Settings has a Send test notification button that exercises the real delivery path, so you can prove it works before you rely on it.

Enough to make the portal comfortable, and nothing that would let you break it:

• Your profile details.
• Dark mode.
• Font size.
• Notification sound.
• Push notifications, with a test button to check they arrive.
• Email updates, which arrive only while push is not active on any of your devices.
• Office hours only, which holds pushes outside 10:00 AM to 7:00 PM Singapore time and delivers them at 10:00 AM. Meeting invites, starting-soon reminders and reminders you set still arrive at once. It is off unless you turn it on.
• Whether others can see when you are online and when you were last seen.
• Time format, 24-hour or AM/PM.
• Look: Classic, or Glass, which frosts the panels over a purple ground.

Sign out is here too. It ends the session across all modules, not just the tab you are looking at. Worth using on a shared or borrowed machine.

The portal updates itself and then says what changed. An update found while it is starting applies immediately, and one found while you are using it waits until you come back to the tab, so it never happens mid-sentence. Nothing to accept and nothing to refresh.

After the version changes, a short What’s new dialog lists what shipped, once per version, and only the lines that affect the portal you are using. The full list, every release, is on our changelog.

No. Client users are free and unlimited. Add the person who actually noticed the problem, the manager who wants to watch progress, whoever needs to be there.

Charging per client seat would push you to keep people out of the system, and then requests arrive by email again. That defeats the point.

The rest of the pricing is on the pricing page.

On your own Calendar, in the sidebar. It shows every meeting you have been named on, and any meeting the team has shared with you, along with Malaysian and Singaporean public holidays as quiet day labels, with the office in brackets where a holiday belongs to one office rather than all of them. A meeting that was shared with you rather than booked with you carries a small Shared marker, and the newest of them are listed on your home page too.

While a meeting is live the join link sits on the entry itself, so joining is one click rather than a hunt back through your email. You are also sent an email invitation when the meeting is scheduled, carrying the day, the time in Malaysia time, a join button and three short steps on how to get in. If the time moves you are told the new one, and if it is called off you are told that too.

A reminder arrives about fifteen minutes before it starts. Nothing is ever recorded on its own, and if the team does record a meeting, everybody in the room is told on screen while it is happening.

Because a recording, a transcript and a written summary are shared with you rather than assumed. Once a meeting has ended its page locks, and somebody on the delivery team decides, per person, whether you may open the recording, the transcript, the summary, or none of them.

Ask from the locked page itself. The request goes to the people who can approve access along with any note you write, and you hear back by notification and by email once it has been decided. A grant can be widened or tightened again later, so an answer today is not a permanent setting.

The team can also share a meeting you were never on. When they do, it appears on your Calendar with a small Shared marker and in the Shared with you list on your home page, and what you may open there is whatever they switched on for you.

It is the same principle as the rest of the portal: something you cannot open is absent rather than sitting behind a control that would fail if you pressed it.