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Getting Started with The One Portal

The Portal is a separate web application from the Hub. There are two ways to reach it:

From the Hub Bar (staff users)

  1. Log in to Hub at app.theonehub.app
  2. Click the product switcher in the top-left Hub Bar
  3. Select Portal from the product list
  4. You will be redirected to the Portal admin panel

Direct URL (client users)

  • Go to https://app.theoneportal.app/?tenant=YOUR_TENANT_SLUG
  • Replace YOUR_TENANT_SLUG with the slug assigned to your MSP tenant
  • Your MSP may provide a shorter branded URL such as portal.yourcompany.com

Mission members

  • Go to https://portal.theonemission.com or https://portal.theonemission.app
  • The portal automatically enters Mission mode based on the domain

Initial Setup Checklist (MSP Admins)​

Before your clients can use the Portal, complete the following steps in the Admin Panel (/admin):

  • Create your MSP tenant — Contact support or use the Hub to provision a Portal tenant. You will receive a tenant_id and tenant_slug.
  • Configure branding — Go to Admin → Branding. Set your portal name, upload a logo, choose brand colors, and write a welcome message.
  • Add client companies — Go to Admin → Clients. Add each client company with their name and contact email.
  • Add client users — Under each client company, add user accounts or enable PSA auto-provisioning (see Client Login).
  • Publish announcements (optional) — Go to Admin → Announcements and draft a welcome message.
  • Upload documents (optional) — Go to Admin → Documents to share files or push policies for signature.
  • Build your service catalog (optional) — Go to Admin → Service Catalog to define the IT services clients can request.

Key Concepts​

TermDefinition
TenantYour MSP's isolated account in the Portal. All clients, tickets, and branding are scoped to your tenant.
Client companyA business that your MSP serves. Contains one or more client users.
Client userAn individual at a client company who can log into the Portal. Can be user or company_admin role.
Company adminA client user with elevated access: can see all tickets for their company, manage team members.
Tenant slugA URL-safe identifier for your tenant (e.g., acme-msp). Used in the ?tenant= query param and Cosmos DB routing.
BrandingPer-tenant visual configuration: logo, colors, portal name, welcome text, custom CSS.
Org typeEither msp (standard portal) or mission (nonprofit member portal). Determined by the domain or JWT claim.

First Client Login — Step by Step​

This walkthrough covers a client user logging in for the first time using a direct email/password account.

  1. Client receives their invite — The MSP sends an invitation email with a link to set their password. The link contains a one-time invite_token.

  2. Client opens the portal URL — They navigate to https://app.theoneportal.app/?tenant=YOUR_SLUG (or your custom domain).

  3. Login page loads — The portal fetches branding for the tenant slug and displays your logo and colors on the login screen.

  4. Client enters credentials — They type their email address and password, then click Sign in.

  5. Session is created — The API validates the credentials, creates a signed session JWT, and sets the portal_session cookie (24-hour expiry, HttpOnly, Secure).

  6. Dashboard loads — The client is redirected to /portal/dashboard. They see:

    • Open ticket count
    • A "Submit a Ticket" quick-action card
    • Unread announcements count
    • A list of their recent tickets

  7. Navigation sidebar — The left sidebar shows all available sections: Dashboard, Tickets, Service Catalog, Invoices, Documents, Announcements, Team, Profile.

  8. AI Chat Widget — A floating chat button appears in the bottom-right corner. Clicking it opens the AI assistant.

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Hub SSO login — If your client users also have Hub accounts (e.g., they use PSA's contact portal access feature), they can log in without a password. See Client Login for the SSO flow.

Forgot Password​

  1. On the login page, click Forgot password?
  2. Enter the email address associated with the account
  3. Check email for a password reset link (expires after a short window)
  4. Click the link and enter a new password
  5. Log in with the new password