Hour retainers
An hour retainer is a client's prepaid balance: it's topped up with credits (blocks of hours, each with an optional reference to its Finance invoice) and drawn down with usage lines, which can be linked to a specific task.
When a retainer runs out, whoever manages it gets notified; the client can request more hours from their portal, which also notifies your team.
Support tickets
A ticket belongs to a client and, optionally, to a project or a task. Its lifecycle: open → assigned → resolved → closed, with reopening possible (asking for a reason) from closed or resolved. Every status change is kept in its history.
Whoever is assigned a ticket can comment on it, resolve it and close it without needing the full management permission — being ITS assignee is enough. Comments can carry attachments.
A new ticket notifies whoever manages support and the manager of the project it belongs to, if any — so a ticket a client opens from the portal, which starts unassigned, still reaches whoever is going to handle it.
The client portal
Every client can have guests: people with access to their own portal, outside the internal app, where they see:
- Their projects, with progress, milestones and documents.
- Their retainers: balance, credits and lines, with the option to request more hours.
- Their tickets: they can open a new one, comment with attachments, and follow its status history.
A guest signs in with their suite account — there's no separate portal username or password — and only sees the organizations where their verified email is registered as a guest.
Where to go next
- Projects, tasks and planning — the rest of a project's page.
- The built-in assistant — to ask about retainers and tickets without leaving the app.