Customer Guide
How to use the DGNTIX support portal as a customer
1. Requesting Portal Access
New customers need to request access before they can sign in. The DGNTIX team will review your request and send your login credentials by email.
Go to the Support Portal
Visit dgntix.com/support in your browser. You will see the Sign In page.
Welcome Back — Sign in to access your support tickets
Click "Request Access"
Click the Request Access button in the top right corner of the portal.
Fill in the Request Form
Enter your details in the form:
- Full Name — your name as you want it displayed
- Email Address — where you will receive your login credentials
- Company Name — your business name
- Phone Number — optional but recommended
Wait for Approval Email
Once submitted you will receive a confirmation email. The DGNTIX team will review your request — usually within 1 business day — and send you an approval email with your login credentials.
Great news! Your access request has been approved.
Your login credentials:
Email: jane@company.com
Password: Welcome2024
Sign in at: dgntix.com/support
IMPORTANT: This is a temporary password. Please change it after your first login.
2. Signing In
Enter Your Credentials
Go to dgntix.com/support and enter the email address and password from your approval email.
You're In!
After signing in you will land on your My Tickets page where you can see all your support tickets and their current status.
3. Submitting a Support Ticket
Click "Submit Ticket"
Click the Submit Ticket button in the top navigation bar after signing in.
Fill in the Ticket Form
Complete all fields to help us resolve your issue faster:
- Subject — short description of the issue e.g. "Printer not working"
- Category — Hardware, Software, Network, Security, or Other
- Priority — Low, Medium, High, or Critical
- Description — detailed explanation of the problem
Click Submit
Click Submit Ticket. You will receive a confirmation email with your unique ticket ID (e.g. TKT-DG260501).
| Priority Level | Use When | Example |
|---|---|---|
| 🟢 Low | Minor issue, no urgency | Software question, general inquiry |
| 🟡 Medium | Issue affecting work but has workaround | Slow computer, printer issues |
| 🟠 High | Significant impact on operations | Email not working, cannot access files |
| 🔴 Critical | Complete work stoppage | Server down, security breach |
4. Tracking Your Tickets
After signing in click My Tickets in the navigation to see all your tickets.
My Tickets
| Status | Meaning |
|---|---|
| 🔵 Open | Ticket received, awaiting technician |
| 🟡 In Progress | Technician is actively working on it |
| 🟣 Pending Customer | Waiting for your response or action |
| ✅ Resolved | Issue has been fixed |
| ⬛ Closed | Ticket closed and archived |
5. Replying to a Ticket
Click on the Ticket
From My Tickets, click on any ticket to open the full conversation.
Type Your Reply
Scroll to the bottom of the conversation and type your message in the reply box.
Click Send
Click Send Reply. The DGNTIX team is notified automatically by email.
6. Password Management
7. Email Notifications
You will automatically receive emails for all the following events:
| Event | Email You Receive |
|---|---|
| Access request submitted | Confirmation that your request was received |
| Access request approved | Your login email and temporary password |
| Ticket submitted | Confirmation with your ticket ID |
| Technician replies | Notification with the reply message |
| Ticket status changes | Update with the new status |
| Password reset requested | Link to set a new password |
| Password changed | Confirmation that password was updated |
Admin / Tech Guide
How to manage the DGNTIX admin dashboard
1. Signing In to Admin Dashboard
Go to the Admin Dashboard
Visit dgntix-admin.netlify.app in your browser.
2. Dashboard Overview
After signing in you see the main dashboard with a summary of all activity.
| Section | What You Can Do |
|---|---|
| 📊 Dashboard | See stats and recent tickets at a glance |
| 🔔 Access Requests | Approve or reject new customer applications |
| 🔑 Password Resets | Review legacy admin password reset requests |
| 🎫 All Tickets | View, manage, reply and delete all tickets |
| 📋 My Tickets | Tickets assigned specifically to you |
| 👤 Customers | View and manage customer accounts |
| 👥 Technicians | Add and manage tech staff accounts |
| 🎨 Customize | Change branding, colours, logo and email settings |
3. Managing Access Requests
When a customer submits an access request you receive an email alert and a badge appears on the Access Requests menu item.
Click Access Requests
Click 🔔 Access Requests in the left sidebar.
Review the Request
You will see the customer's name, email, company and phone number.
Approve or Reject
Click ✓ Approve to create their account. You will be asked to set a temporary password for them. Click ✕ Reject to decline the request.
4. Managing Tickets
Go to All Tickets
Click 🎫 All Tickets in the sidebar to see every ticket from all customers.
Click a Ticket to Open It
Click any ticket row to open the full details including the conversation history, status, priority and assignment.
Reply to the Customer
Type your message in the reply box at the bottom and click Send Reply. The customer is automatically notified by email.
Update Status and Assignment
Use the dropdown menus to change the ticket status, assign it to a tech, or add internal notes. Click Save Changes when done.
Bulk Delete Tickets
Check the boxes on the left of ticket rows to select multiple tickets. A blue bar appears at the top — click 🗑 Delete Selected to remove them all at once.
5. Managing Customers
Click 👤 Customers in the sidebar to view all customer accounts.
| Action | How |
|---|---|
| Edit customer details | Click the ✏️ edit icon next to their name |
| Reset their password | Click 🔑 key icon → set a new password → customer is emailed automatically |
| Delete customer | Click ✕ delete icon — this also deletes all their tickets |
6. Managing Technicians
Click 👥 Technicians to manage all staff accounts.
| Action | How |
|---|---|
| Add new tech | Click + Add Technician button — fill in name, email, password and role |
| Edit tech details | Click the ✏️ edit icon |
| Delete tech | Click the ✕ delete icon |
7. Password Management
8. Customizing the Portal
Click 🎨 Customize in the sidebar to change the portal's appearance.
| Setting | What It Does |
|---|---|
| Company Name | Changes the name shown in the portal header |
| Portal Tagline | The subtitle shown next to the company name |
| Support Email | Email shown in the portal footer |
| Notification Email | Your personal email where admin alerts are sent |
| Logo | Upload your company logo (replaces the DG icon) |
| Accent Colour | Primary colour used throughout the portal |
| Theme | Light or dark mode |
| Font Style & Size | Change the portal typography |
Frequently Asked Questions
Common questions from customers and staff