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Getting Started with the Client Portal

The client portal at tickets.rhinogroup.com is where you submit support requests, track progress, and communicate with the Rhino Group team.

Accessing the Portal​

URL​

https://tickets.rhinogroup.com

Logging In​

  1. Navigate to the portal URL
  2. Enter your email address and password
  3. Click Sign In

If you don't have an account, contact your Rhino Group project manager to get set up.

Forgot Password​

  1. Click Forgot My Password on the login page
  2. Enter your email address
  3. Check your inbox for a password reset link
  4. Click the link and set a new password

Portal Navigation​

After logging in, you'll see these main sections:

SectionPurpose
My TicketsView and manage all your open and closed tickets
Open a New TicketSubmit a new support request
Knowledge BaseBrowse FAQs and documentation
ProfileManage your account settings

Your Profile​

Updating Profile Information​

  1. Click My Profile (or your name in the header)
  2. You can update:
    • Display name
    • Phone number
    • Default timezone
    • Notification preferences
  3. Click Save Changes

Changing Your Password​

  1. Navigate to My Profile
  2. Scroll to the password section
  3. Enter your current password
  4. Enter your new password (and confirm)
  5. Click Update Password

Organizations​

Your account is linked to an organization (your company). This means:

  • You can see tickets created by other members of your organization
  • Tickets are billed to your organization's account
  • Budget information is tied to your organization

Organization Members​

If multiple people from your company use the portal:

  • Each person has their own login
  • Everyone in the organization can view each other's tickets (unless hidden)
  • Any member can reply to or update an existing ticket

Understanding Ticket Statuses​

When you view your tickets, each has a status:

StatusMeaning
OpenYour ticket has been received and will be addressed
In ProgressAn agent is actively working on your request
Awaiting ClientWe need more information from you
ClosedThe issue has been resolved
tip

If a ticket shows "Awaiting Client", please respond promptly. Tickets without a response for an extended period may be automatically closed.

What You Can See vs. Internal Notes​

When viewing a ticket, you see:

  • Your messages — everything you've submitted
  • Staff responses — public replies from the Rhino Group team
  • Attachments — files attached to messages and responses
  • Status changes — when your ticket's status changes

You will NOT see:

  • Internal notes between staff members
  • AI urgency analysis fields
  • Budget/time tracking information
  • Assignment changes (who is working on it internally)

This ensures clean, focused communication without internal noise.

Getting Help​

If you need assistance with the portal itself:

  1. Submit a ticket about your portal question
  2. Contact your Rhino Group project manager directly
  3. Email [email protected]

Browser Compatibility​

The client portal works best with modern browsers:

  • Chrome (latest)
  • Firefox (latest)
  • Safari (latest)
  • Edge (latest)

Mobile devices are supported with a responsive layout.