A quick way to raise, track and resolve tickets

Using the Partner Portal Makes Support Smooth

When something goes wrong, the issue itself is only part of the frustration.

That is exactly why the Partner Portal matters.

It gives you a clear, easy way to raise tickets, track progress, and stay in the loop from start to finish, all without relying on back-and-forth calls or emails.

Why portal-first works

Using the Partner Portal to log tickets creates a good experience for everyone involved.

Instead of relying on scattered emails or chasing for updates, everything sits in one place. You can see the current status of the ticket, who it has been assigned to, what has already been done, and any messages or updates linked to it.

That means visibility, continuity, and well-used time.

It also helps us help you faster. When the right information is captured at the start, our team can assess the issue more quickly, allocate it properly, and move things forward without unnecessary delays.

How to raise a great ticket

A good ticket does not need to be long, but it does need to be useful.

The more detail you can include upfront, the easier it is for our Helpdesk to understand the issue and take action quickly. As a rule, it helps to include:

• who is affected
• which device or system is involved
• what the issue actually is
• what impact it is having
• how urgent it is
• any screenshots or error messages that help show the problem

For example, 'Laptop not working' gives us very little to go on.

But 'John Smith in Accounts cannot connect to Outlook on his HP laptop, started this morning, urgent because he cannot access customer emails' gives us the context we need straight away.

How tracking works

Once your ticket is raised in the portal, you can follow its progress without needing to pick up the phone.

You can see when it has been received, when it has been allocated, and any updates added along the way. If something changes, or you need to add more information, you can message directly against the ticket, so the full conversation stays attached to the case.

This creates a clear audit trail and avoids the common problem of updates being lost across separate emails or passed between different people.

It also means that if a technician needs to hand over the case internally, the history stays intact. No missing context, no starting from scratch.

What this reduces

Using the portal helps reduce a lot of the friction that normally builds up around support requests.

It cuts down on 'just checking for an update' emails and calls. It reduces the chance of key information being missed. And it stops users having to repeat the same issue multiple times to different people.

In short, it makes the whole support process smooth, clear and easy to manage.

Take a quick look

If you have not used the Partner Portal for tickets yet, we have put together a short video walkthrough so you can see exactly how it works.

Ready to use it?

Next time you need support, start with the Partner Portal.

It is as easy way to raise a ticket, keep track of progress, and stay visible from first report to final resolution.

Start using the portal for your next ticket: portal.flotek.io