Your service, under control: what our clients can do from the support portal
At Ayuda.LA we believe technical support shouldn’t be a black box. When you open a ticket, it should be yours: you should be able to view it, follow it, add information, and know exactly what state it’s in and when it will be resolved.
That’s why we built our own client portal (instead of relying on generic tools) designed specifically for the way we work with ISPs, enterprise companies, and IT teams across Latin America.
This guide explains everything you can do from your portal as an Ayuda.LA client.
Tickets: more than “opening a case”
The ticket is the basic unit of work, but in our portal it goes far beyond a contact form.
Full lifecycle, always visible
Every ticket has a clear status you can always see: from the moment you open it (Wish → Open), while we work on it (In Progress), until it’s resolved (Completed → Closed). You don’t need to send an email to ask “how’s it going?” — the status updates in real time every time there’s movement.
Priorities and SLA: you know when we’ll respond
When opening a ticket you can indicate the priority (Low, Medium, High, Critical). Based on that priority and your contract, the system automatically calculates the response and resolution times committed under the agreed SLA policy.
Those times are visible to you: you know when the Ayuda.LA team committed to giving you a first response, and when the ticket should be resolved. If the deadline is approaching, the system marks it visually.
Comments, files and diagrams
Inside each ticket you can add comments with more context, upload attachments (logs, screenshots, configurations), and attach draw.io diagrams directly from the browser. All ticket communication is recorded in a chronological thread.
Tasks assigned to you
Some tickets include client tasks: steps that Ayuda.LA needs you to complete on your end in order to move forward (verify an access, approve a change, confirm a behavior). These tasks are visible to you in the ticket, have due dates, and you can mark them as complete when you’re done.
Recurring tickets for periodic tasks
If your contract includes preventive maintenance tasks or periodic reviews, these tickets are created automatically on the agreed frequency (weekly, monthly, quarterly) without you having to remember to open them.
Your contract, always visible
If your contract with Ayuda.LA includes a bank of support hours, you can see in real time how many hours you’ve used and how many you have available. The details of each hour consumption — what work was done, how long it took — are recorded in the corresponding ticket.
If your contract is objectives-based (specific deliverables instead of hours), you can see the progress of each objective directly linked to the associated tickets.
Wishes: your channel for requesting improvements
The system includes a space called Wishes where you can submit feature requests or improvement ideas for the services Ayuda.LA manages for you.
Each Wish has its own workflow: you can submit it, see whether it’s been approved or needs adjustments, and follow its progress on a Kanban board. If a request can’t be implemented, you receive an explanation of why, along with the ability to resubmit it with adjustments.
This channel is designed to formally register the improvements you want to see, so they don’t get lost in email or chat conversations.
Knowledge base: answers before opening a ticket
The knowledge base is Ayuda.LA’s documentation repository, accessible to your users. It contains articles organized by category, with keyword search, and in many cases step-by-step guides for the most common questions.
Before opening a ticket, the portal suggests relevant articles based on what you’re describing. Many times the answer is already documented and you can resolve it on the spot.
If an article wasn’t helpful, you can indicate that — it helps us prioritize what to document better.
Notifications: know what’s happening without logging in
Every time there’s a relevant change in your tickets (new response, status change, SLA deadline approaching) you receive a notification. You can configure how you want to receive them:
- In the portal: real-time notification center with unread indicator.
- Via Telegram: link your Telegram account once and receive instant messages from the system whenever there’s movement on your tickets.
You can customize which types of events generate notifications for you and through which channel, so you only receive what’s relevant to you.
Activity feed: the full picture of your service
The activity feed is a unified timeline of everything that happened in your service: tickets opened, closed, updated, Wishes processed, documents signed, and more.
It’s the place to go when you want to understand what has been happening in your account over the past days or weeks, without having to review each ticket separately.
Digital document signing
When Ayuda.LA needs you to sign a document (a service agreement, a change authorization, a delivery report) you receive it directly in the portal. You can review and sign it from the browser without printing, scanning, or using any external tools.
The status of each document (pending, signed) is visible to you, and signed PDFs remain available in your account for future reference.
Surveys and forms
At certain points in the service lifecycle (project closure, quarterly review) we may send you brief surveys to collect your feedback. We also use forms to collect specific information we need from you to execute a service.
These forms are integrated into the portal and don’t require access to external tools.
Integrated network diagnostics
For clients with networking services, the portal includes access to active network diagnostic tools running against the global internet infrastructure: ping, traceroute, DNS, SSL, and HTTP tests from multiple points around the world via the RIPE NCC probe network.
When there’s a connectivity incident and you open a ticket, the Ayuda.LA team can run these tests directly from within the ticket context, and you can see the results in real time.
Managed resources: visible inventory
If Ayuda.LA manages equipment or virtual resources assigned to your company (switches, routers, firewalls, VMs, licenses, SSL certificates, IP blocks) you can view that inventory from the portal. Each resource has its status, assignment date, and rental price if applicable.
A platform built for the long-term relationship
The Ayuda.LA portal is not a generic ticketing system. It’s the interface of a service relationship: the place where your team and ours work together, where the history of everything done is kept, and where you can see in real time the value you’re receiving.
If you’re already an Ayuda.LA client and want to learn more about how to make the most of your portal features, we can arrange an onboarding session.
If we haven’t worked together yet and you’d like to see how it would feel, we can show you in a demo.
Questions about how the portal works or want to activate a specific feature? Write to us at [email protected].