Guide

Customer Portal

Step-by-step guide on how to use our Customer Portal
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Customer Guide: Creating an Account & Managing Your Tickets

 
This guide explains how to register for the BRP Systems Support Portal, sign in, and use it to create, track, and respond to your support tickets.
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What is the Customer Portal?

The BRP Systems Support Portal is a secure, login-protected area where you can manage all of your support tickets in one place. Once you have an account you can:

  • View all your open and closed support tickets
  • Track the status and progress of each ticket in real time
  • Read and reply to messages from our support team
  • Submit new support requests directly from the portal
  • Export a summary of your ticket history

Customer Portal

To go to the Customer Portal

Creating Your Account

Go to the Customer Portal

Open your web browser and navigate to the BRP Systems Knowledge Base. Click on Customer Portal in the menu.

Click 'Register here'

On the login page you will see a Register here link below the sign-in fields. Click it to open the registration form.

Fill in your details

Enter your email address and choose a password.

Confirm your email

Check your inbox for a confirmation email from BRP Systems through HubSpot. Click the link inside to verify your address and activate your account.

Sign in

Return to the portal login page, enter your email and password, and click Sign in. You are now in the portal.

Problem?

If you do not receive the email within a few minutes, please check your spam folder or contact support here.

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Signing In and Out

Sign In:

  • Navigate to the Support Portal URL.

  • Enter your registered email address and password.

  • Click Sign in. You will land on the ticket listing page.

Sign out: 

To sign out, click Sign out in the top-right corner of any portal page. For security, your session will also end automatically after a period of inactivity.

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Viewing Your Tickets

After signing in you will arrive at the Ticket Listing page - your home screen in the portal. This shows all support tickets associated with your account.

Each row in the ticket list shows the following information at a glance:

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Searching and filtering

  • Use the search bar at the top to find a ticket by name or keyword.

  • Use the filter options to narrow down tickets by status, date, or other criteria.

  • If your organisation has company-level visibility enabled, click the View dropdown (top right) and choose Organisation tickets to see tickets raised by colleagues at your company, or My tickets to see only your own.

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Exporting ticket data

To download a copy of your ticket list, click Export to CSV in the top right of the table. This exports all data visible in the current view, including any filters you have applied.
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Opening a ticket

Click the subject name of any ticket in the list to open the Ticket Detail page. Here you can see:

  • The full conversation thread between you and the BRP Systems support team
  • All replies, attachments, and status changes in chronological order
  • Ticket properties such as owner, status, and dates in the sidebar
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Replying to a ticket

To send a message to the support team from within a ticket:

  • Click the ticket name from the listing page to open the detail view.

  • Scroll to the reply box at the bottom of the conversation. Type your message in the text field.

  • Use the attachment icon in the toolbar below the text box to include files if needed. Common formats such as PDF, images, and documents are supported.

  • Click Send (or the equivalent submit button). Your reply will be delivered to the BRP Systems support team and logged on the ticket timeline. You will receive an email confirmation.

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Tracking status

The status of your ticket is shown on both the listing page and the detail page. Possible statuses are:

New requests & closing tickets

Submitting a New Support Request

You can submit a new ticket directly from within the portal without leaving the page:

  1. From the ticket listing page, click File a Support Ticket in the navigation menu.
  2. Complete the support form - describe your issue, add relevant details, and attach any supporting files.
  3. Click Submit. A new ticket will be created and linked to your account automatically.
  4. You will receive a confirmation email, and the ticket will appear in your portal listing.
Closing a Ticket

If your issue has been resolved and you would like to close the ticket yourself (if this option has been enabled by BRP Systems):

  1. Open the ticket from your ticket listing.
  2. Look for the Close ticket button or option on the ticket detail page.
  3. Confirm the action when prompted. The ticket status will update to Closed.