The portal is your MSP's face in front of your customer. That is where their contact signs in with their own account, checks the status of their computers, opens tickets and follows what their provider is doing for them.

This guide has two parts. The first is for you, the person who sets the portal up and grants access. The second describes what your customer finds when they sign in, so you can walk them through it or send them this page as it is.

The portal is available from KairosPro up.

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Part 1: what you do

Granting access

On the customer record, Portal tab. You need to be Owner or Admin: the Technician role cannot open this screen.

The New portal user form takes two fields: name and email. Then you tick the permissions you want to grant.

The email must be unique across all of KairosLink. Not unique per customer, not unique per organization: globally unique. The same person cannot be a contact for two of your customers with the same mailbox. If you manage two companies owned by the same person, they will need a separate email for each.

There is no cap on contacts per customer, and portal contacts do not consume technician seats. You can create as many as you need without changing your bill.

How the credential reaches them

KairosLink does not send the invitation. When you create the contact, the screen shows you a link in a box with a Copy button, and you deliver it through whatever channel you prefer.

The link expires after 7 days. The contact opens it, sets a password, and is active and signed in in a single step.

While it is valid, that link is the access credential. Send it through a channel you control.

If the contact loses their password

The portal has no password recovery. There is no "forgot my password" on the customer's side.

The only path is for you to open the customer's Portal tab and use Regenerate link from that contact's menu. A new link is generated with another 7 days, and accepting it overwrites the previous password.

Keep this in mind when planning your operation: every forgotten customer password is a task for your team.

Contact permissions

There are four, and each one enables a portal section:

A contact with no permissions still signs in. They see the home screen with a message explaining that their provider has not enabled any sections, and they see the full help center.

The help center does not depend on permissions. Any contact with portal access reads every article you publish for the portal, whatever permissions they hold.

There is no isolation between contacts of the same customer

Everything is filtered by customer, never by person. A contact sees every ticket belonging to their company: the ones they opened, the ones a colleague opened and the ones you opened from the panel, including those born from a monitoring alert.

The same goes for computers and alerts. If one of your customers needs two departments not to see each other's work, today the only way is to set them up as two separate customers.

The help center is shared across all your customers

This deserves its own paragraph because it is what surprises people most.

Knowledge base articles published with portal visibility are read by every contact of every customer you have. There is no way to publish an article for a single customer.

Two practical consequences:

• Do not put customer specific data in a portal article. Server names, addresses, that company's internal procedures: your other customers will read it.
• Review the articles the AI generates from a ticket. That feature deliberately uses the ticket's internal notes, because that is usually where the real solution lives. The article starts as an internal draft and is never published on its own, but if you switch it to portal without reading it, you are publishing one customer's working material to everyone else.

White-label: how far it goes

Set up under Settings, Branding. Two fields: the name or header, and the logo.

What does carry your brand:

• Your MSP's name in the portal's top bar
• The PDFs your customer downloads, with your logo
• The ticket emails your customer receives, with your logo and your header
• The rating screen that opens from the email

What still says KairosLink today, and you should know before selling this:

• The email sender is [email protected]. The body carries your brand, but the "From:" line your customer sees in their inbox says KairosLink.
• The portal domain is always app.kairoslink.io. There is no custom domain per MSP.
• Your logo does not appear on portal screens, only on PDFs, emails and the rating screen. The portal bar shows your name as text.
• Monitoring and patching alert emails, if you added customer addresses to the notification routing, go out branded as KairosLink.

Accepted logo formats: PNG, JPG or WEBP, up to 2 MB. A transparent background works best.

Language

The portal language and the email language come from the customer's language, which you set on the customer record. The contact cannot change it themselves.

If you have not set a language, the platform default is used.

The sign-in screen and the password setup screen are always in Spanish, regardless of the customer's language. From the moment the contact is signed in, the whole portal respects the configured language.

The emails your customer receives

The first three are switched off together with the Email the customer about their ticket updates toggle, on the customer's Notifications tab. It comes on.

It is per customer, not per contact. You cannot unsubscribe a single person, and the contact has no way to opt out: there is no unsubscribe link in the emails.

An internal note generates no email at all.

Who receives them

The active portal contacts for that customer, plus any addresses you added to the notification routing, Tickets category.

If a customer has neither, nothing goes out. It is worth checking customer by customer: from the panel everything looks normal and the customer is hearing nothing.

What of yours reaches the portal

Four things from the MSP side end up visible to the end customer. None of them is a bug, but they are worth knowing:

• The name of the technician who replied, both in the portal and in the email. There is no alias option and no way to hide it.
• The description of a ticket opened from an alert, which carries the severity, the check type, the measured value and the computer name. If you do not want the customer reading that, edit the description.
• The name of your internal classification for the ticket, which also feeds the list filter.
• The computer's real hostname, when it differs from the name you gave it.

None of this reaches them, on the other hand: public or local IP, MAC address, your notes on the computer, site, department, agent version, credentials, logged time, costs, hour bank, SLA, assigned technician or ticket history.

Suppressed alerts are shown to the customer. An alert you silenced, by rule or by maintenance window, appears in their portal like any other. On the panel you see the chip explaining the suppression; in the portal there is nothing to indicate it.

What your customer sees when you do not have a module

Portal screens do not check which modules you have. This cuts both ways and both matter:

Without the patching module, a contact holding that permission sees the full Patching section, with every computer in Not scanned and the counters at zero. There is no message explaining why.

Without the monitoring module, they see the Monitoring section with every computer in No data, zero alerts, and the alerts panel reading No alerts. Everything is in order.

That last line is the one to be careful with: it asserts that all is well even when nothing is being measured. If your customer has access to the Monitoring section and you are not monitoring their computers, they will read that everything is fine.

My operational recommendation: do not grant the permission for a section you are not delivering.

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Part 2: what your customer sees

This part is written for the end customer's contact. You can send it to them as it is.

Signing in

The address is app.kairoslink.io/portal/login, the same one for everybody.

Access arrives as a link sent by the support provider. Opening it sets a password and everything is ready. That link expires after 7 days.

The password needs at least 10 characters, with upper and lower case letters, numbers and symbols, and it cannot be one that has appeared in a known data leak.

The session lasts 24 hours, and Remember me extends it beyond that.

If the password is lost, ask the provider for a new link: the portal has no automatic recovery.

Home

Shows a greeting and up to four cards, depending on what the provider has enabled: total computers, computers online, open alerts and pending patches.

If no section appears in the menu, it is because the provider has not enabled any. The help center is available regardless.

Computers

The list of the company's computers, with the operating system, whether they are online, when they last reported, CPU, memory and disk usage, and how many patches are pending.

Monitoring

Four cards summarizing health: Healthy, Warning, Critical and No data, plus a distribution chart.

Below that, the computer table with each status and last check, and the Recent alerts panel with the latest 100.

There is a search box and a status filter, and the chart recalculates with whatever is filtered. Everything can be downloaded as a PDF.

A computer showing No data can mean two things: its monitoring is not active, or it is active but has not run its first check. If computers show up like that, it is worth asking the provider.

Patching

The update status of each computer: Up to date, Pending updates, With critical or Not scanned, with the number of pending and critical updates, whether a reboot is required and when the last scan ran. This can also be downloaded as a PDF.

Tickets

The full list of the company's support requests, with two distribution charts by status and by priority, and filters by text, classification, priority and status.

The list includes every ticket belonging to the company, not only the ones opened by whoever is looking. Those opened by a colleague and those opened by the provider appear too.

To open a new one, use the + New ticket button: subject, description, priority and, where relevant, the affected computer. While the subject is being typed, the portal suggests help center articles that might solve the problem without opening a ticket.

The detail view shows the status, the priority, the associated computer and the whole conversation with the support team. If the ticket is linked to a known problem and a workaround is available, it appears at the top.

A ticket cannot be replied to from the portal. To add information, open a new one or contact the provider directly.

Once the ticket is resolved or closed, a block appears to rate the service with stars and an optional comment.

Rating from the email

The email announcing that the ticket has been resolved carries five stars. Tapping one records the rating on the spot, with no portal sign-in and no password.

That link opens a screen where the score can be confirmed, changed if the wrong star was tapped, and a comment left. Links expire after 30 days; after that the ticket can still be rated by signing into the portal.

The link only rates that one ticket. It does not show the subject, the replies or any other ticket.

Help center

The articles published by the support provider, with a search box and categories. Each article can be downloaded as a PDF and voted helpful or not helpful.

It is available to any portal contact, regardless of which other sections they have.

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What the portal does not do today

So you do not go looking for it:

• It does not email the invitation. The MSP shares the link by hand.
• There is no password recovery. Every forgotten password is resolved by the MSP regenerating the link.
• There is no two-factor authentication for portal contacts.
• There is no custom domain per MSP. The portal lives at app.kairoslink.io.
• The contact cannot reply to tickets from the portal, only open new ones and rate them.
• Tickets cannot be limited to a contact's own: each contact sees the whole company's.
• The help center cannot be segmented by customer.
• A single contact cannot be unsubscribed from the emails: the toggle is per customer.

MSP frequently asked questions

Does my customer get an email when I grant them access? No. You copy the link from the screen and deliver it through whatever channel you prefer.

My customer lost their password, what do I do? Open the Portal tab on their record and use Regenerate link. Accepting it overwrites the previous password.

Can I use the same email on two customers? No. The email is unique across the whole platform. If the same person manages two of your customers, they need one email per company.

How many contacts can I create? As many as you want. They do not consume seats and they do not affect your bill.

Does my customer see the hours I logged? No. Nothing from the Time panel reaches the portal: not the entries, not the total, not the billable flag.

Do they see my internal notes on the ticket? No, those are filtered out. What they do see in full is the ticket description, so check what you wrote there.

Can they see anything belonging to another customer of mine? Computers, alerts and tickets are scoped to their company. The only exception is the help center, which is shared across all your customers.

I downgraded and lost the Portal module. Does my customers' access get cut off? No. Contacts keep signing in. What closes is your portal administration screen, so you will not be able to create or modify access.

Contact frequently asked questions

Can I change the portal language? Not from the portal. The support provider sets it on your customer record.

Why do I see tickets I did not open? The portal shows every ticket belonging to your company, including those opened by colleagues and those opened by the provider.

Can I reply to a ticket from here? No. You can read it and, once it is resolved or closed, rate it. To add information, open a new ticket.

Can I attach a screenshot? No. The portal has no attachments.

A computer shows "No data", is something wrong? Its monitoring may not be active, or it may not have run its first check. Check with your provider.

How long does the rating link in the email last? Thirty days. After that you can still rate by signing into the portal.

I forgot my password. Ask your support provider to generate a new access link. The portal has no automatic recovery.