1. Portal Overview

The portal is used by customers to submit service complaints, monitor ticket progress, add supporting images, and download completed service reports.

2. Login

Use the username and password provided by NEXPA. After login, customers can only see service requests linked to their own company.

If the login fails, check the username and password carefully. Contact NEXPA support if access is still unavailable.

3. Dashboard

The dashboard shows ticket totals by status. Select a status card to open the Service Requests page filtered to that status.

• Open: newly submitted or acknowledged tickets.
• In Progress: tickets currently being handled by NEXPA.
• Completed: repairs completed or service report generated.
• Closed: tickets that have finished the full service cycle.

4. Submit A Service Request

Open Service Requests, then choose New Request. Select the project, fill in contact details, explain the issue clearly, choose the affected system, and select the correct priority.

• Low: minor issue with a workaround available.
• Medium: service is affected but operations can continue.
• High: major service impact that needs urgent attention.
• Critical: system outage or safety risk requiring immediate response.

5. Attach Images

Attachments are uploaded immediately after an image is selected. Only JPG and PNG files are accepted. The uploaded file list shows what will be attached to the ticket.

Customers can remove uploaded images before submitting the request. After the ticket is created, customers can add more images while the ticket is not closed.

6. Track A Ticket

Open Service Requests to view all tickets for your company. Select the request number to open the ticket details page.

The detail page shows the complaint, project, current status, attachments, and service progress entered by NEXPA.

7. Service Report PDF

When NEXPA has generated the service report, a Download PDF button appears on the ticket page. Use this to keep a copy of the completed service report.

8. Good Ticket Details

• Use a short and specific issue title.
• Describe what happened, when it started, and how often it happens.
• Attach clear photos or screenshots of the problem.
• Choose the correct priority so NEXPA can respond appropriately.

9. Account Access

Customers cannot create companies, projects, users, service reports, or admin settings. These areas are managed by NEXPA administrators.