{"id":31373,"date":"2026-08-19T21:27:50","date_gmt":"2026-08-19T19:27:50","guid":{"rendered":"https:\/\/www.firestorm.ch\/?p=31373"},"modified":"2026-08-19T19:29:15","modified_gmt":"2026-08-19T19:29:15","slug":"new-ticket-portal-client-area","status":"publish","type":"post","link":"https:\/\/www.firestorm.ch\/en\/news\/new-ticket-portal-client-area\/","title":{"rendered":"All requests in one place: your new support portal"},"content":{"rendered":"<p>Whether by chat, email, phone, or ticket form: until now, your requests to our support team were spread across different channels, which made it harder to keep track. That changes now. All requests come together centrally on our end, get sorted cleanly, and are handled by urgency, no matter which way they reach us.<\/p>\n<p>So you can keep just as good an overview as our team, you now have your new, personal <strong>support portal<\/strong>. You&#8217;ll find it in the client area under <strong>Support<\/strong>, or directly at <a href=\"https:\/\/admin.firestorm.ch\/tickets.php\" target=\"_blank\" rel=\"noopener\">admin.firestorm.ch\/tickets.php<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<h5 style=\"text-align: center\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167260_headset_19830930.jpg\" alt=\"Support headset and phone in the FireStorm office\" width=\"600\"><\/h5>\n<p>&nbsp;<\/p>\n<div style=\"display: flex; flex-wrap: wrap; gap: 22px; margin: 26px 0;\">\n<div style=\"flex: 1 1 300px; display: flex; gap: 14px; align-items: flex-start;\"><img decoding=\"async\" style=\"flex-shrink: 0; border-radius: 12px;\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167088_channels.png\" alt=\"Icon for unified communication channels\" width=\"54\" height=\"54\" \/><\/p>\n<div><strong style=\"display: block; margin-bottom: 4px;\">One inbox for every channel<\/strong>Whether chat, phone, or email: your requests land centrally with us and never get lost.<\/div>\n<\/div>\n<div style=\"flex: 1 1 300px; display: flex; gap: 14px; align-items: flex-start;\"><img decoding=\"async\" style=\"flex-shrink: 0; border-radius: 12px;\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167088_priority.png\" alt=\"Icon for prioritized handling\" width=\"54\" height=\"54\" \/><\/p>\n<div><strong style=\"display: block; margin-bottom: 4px;\">Cleanly prioritized<\/strong>Urgent requests are recognized as such and handled first, no matter which channel they come in on.<\/div>\n<\/div>\n<div style=\"flex: 1 1 300px; display: flex; gap: 14px; align-items: flex-start;\"><img decoding=\"async\" style=\"flex-shrink: 0; border-radius: 12px;\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167088_history.png\" alt=\"Icon for the complete ticket history\" width=\"54\" height=\"54\" \/><\/p>\n<div><strong style=\"display: block; margin-bottom: 4px;\">Complete history<\/strong>Every reply, whether written online in the portal or directly by email, shows up in the same ticket. Nothing gets lost.<\/div>\n<\/div>\n<div style=\"flex: 1 1 300px; display: flex; gap: 14px; align-items: flex-start;\"><img decoding=\"async\" style=\"flex-shrink: 0; border-radius: 12px;\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167088_attach.png\" alt=\"Icon for file attachments\" width=\"54\" height=\"54\" \/><\/p>\n<div><strong style=\"display: block; margin-bottom: 4px;\">Attach files directly<\/strong>Screenshots or PDFs can easily be sent along with your reply, up to 20 MB per reply.<\/div>\n<\/div>\n<\/div>\n<h2 style=\"margin-top: 1.4em;\">How it works<\/h2>\n<p>Under <strong>My Tickets<\/strong> you see all your past requests at a glance, with subject, ticket number, and date. Clicking a ticket opens the full conversation with our team, just like you&#8217;re used to from a chat.<\/p>\n<p>&nbsp;<\/p>\n<h5 style=\"text-align: center;\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167260_liste_497ec342.png\" alt=\"The ticket list in the client area showing all past requests\" width=\"900\" \/>All your tickets at a glance, with ticket number and date<\/h5>\n<p>&nbsp;<\/p>\n<p>You can reply directly in the portal, no detour through your email program needed. And if you prefer the familiar way: replying directly by email still works just as well, it automatically lands in the same ticket as a reply sent through the portal.<\/p>\n<p>&nbsp;<\/p>\n<h5 style=\"text-align: center;\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167260_verlauf_4bf1ba96.png\" alt=\"The conversation view of a ticket with the reply function\" width=\"900\" \/>The complete history at a glance, reply directly including file attachments<\/h5>\n<p>&nbsp;<\/p>\n<h2 style=\"margin-top: 1.4em;\">Everything in one place in the Support Center<\/h2>\n<p>We&#8217;ve also reworked our support overview in the client area for this. From there you can reach the knowledge base, open a new ticket, trigger an emergency ticket right away if needed, or find out more about our support subscription. Your most recent tickets are shown right there on the same page.<\/p>\n<p>&nbsp;<\/p>\n<h5 style=\"text-align: center;\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167260_supportseite_2c43cf2f.png\" alt=\"The new support overview in the client area\" width=\"900\" \/>The new support overview: knowledge base, create a ticket, emergency ticket, and your latest tickets at a glance<\/h5>\n<p>&nbsp;<\/p>\n<p>No matter how you reach us, your request is in good hands and gets handled transparently. Take a look at your <a href=\"https:\/\/admin.firestorm.ch\/tickets.php\" target=\"_blank\" rel=\"noopener\">support portal<\/a> now, we look forward to your feedback.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Whether by chat, email, phone, or ticket form: until now, your requests to our support team were spread across different channels, which made it harder to keep track. That changes now. All requests come together centrally on our end, get sorted cleanly, and are handled by urgency, no matter which way they reach us. So [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":31374,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_relevanssi_hide_post":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[7412],"tags":[19214,19252,19253],"class_list":["post-31373","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-en","tag-client-area","tag-support-en2","tag-ticket-system"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v28.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>New Support Portal in the Client Area | FireStorm<\/title>\n<meta name=\"description\" content=\"Chat, email, phone, or ticket: all requests now come together centrally. 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