Client self-service portal is live

Every support request into Aqua used to start the same way: a phone call or an email. That works, but it scales badly - clients had no way to see what was already logged, no view of progress without asking, and the Aqua team spent a surprising amount of each day answering the same question: where is my ticket up to?

What we built

The new client portal gives every Aqua client a secure login into the same platform the support team works in. Clients can raise a ticket directly, attach the details that matter, and watch it move through the workflow in real time - every status change and reply visible in one place, without a phone call. Nothing about the phone has been taken away; the routine traffic just has a faster route now.

Alongside tickets, clients can browse their own asset records: the machines, licences and kit Aqua looks after on their behalf. Because the portal reads from the same database the engineers use, what a client sees is always the live position - not an export from last month.

• Raise and track support tickets end to end, with full history.

• See every asset Aqua manages for the business, always current.

• Protected by the platform's existing two-factor login.

The outcome

Clients get answers without waiting for office hours, and the support team gets fewer chasing calls and cleaner tickets, logged with the right details first time. It is also a foundation to build on: the one-click client switcher for multi-company users and the searchable equipment register both grew out of the same portal. Adoption took care of itself: once one person at a client had used it, the rest of their team followed. For an IT support business, trust is the product - and letting clients see the same live information the engineers see is the simplest way to earn it.