Frequently Asked Questions

This page covers questions that span more than one job. Task-specific problems belong in the Troubleshooting section of the matching how-to.

Is my agency’s data isolated from other agencies?

Yes. Every agency runs in its own workspace. Your clients, tasks, tickets, and files are never visible to any other agency.

Can clients see my internal notes?

No. The client portal only shows what you choose to share, such as shared work, files, billing history, and the contact’s own tickets. Internal notes, other clients, and team discussions stay in the agency app. See Client portal.

What is the difference between a task and a ticket?

Tasks are planned work created from a reusable process definition, such as onboarding steps or monthly deliverables. Tickets are incoming requests and conversations, such as issues that arrive in an inbox. Tickets can carry SLA information. Tasks follow the stages and fields configured for their process type. You can link a ticket to a task when a request becomes delivery work.

What is the difference between a ticket and an escalation?

A ticket is the incoming request or conversation. An escalation is a separate flag on a ticket, task, client, or client note when that record needs a higher-priority path. Completing the ticket or task does not close the escalation by itself. See Escalations overview.

What is the difference between Chat and a ticket?

Chat is internal messaging for your agency team. A ticket is an incoming request or customer conversation. A client’s Channel tab is still Chat. Portal users do not see it. Chat does not create a ticket, and a ticket reply does not appear in Chat. See Chat overview.

What is the difference between an SOP and a process?

An SOP is a published procedure your team reads in SOPs & Trainings. A process definition is the reusable setup for planned tasks. Reading an SOP does not complete a task. See SOPs and training overview and Tasks & processes overview.

Can I reuse a process across clients?

Yes. Build a process definition once in Settings, then create a task from it for each client that needs that work. Editing one task does not change the other tasks created from the same definition. See Create a task.

What is the difference between a process and an automation?

A process definition is the reusable setup for planned work: stages, fields, and layouts. An automation watches for an event, schedule, webhook, or button, then runs the steps you define. Use a process when people complete work. Use an automation when the system should react. See Tasks & processes overview and Automations overview.

What is a view?

A view is a dashboard or work surface made of blocks such as tables, Kanban boards, calendars, charts, and metrics. It is not a saved filter. Filters belong to the blocks inside the view. Open published views from Views, and create them in Settings. See Views and dashboards overview.

How do I invite a client contact to the portal?

Open the client record, then follow Invite a client portal user. The invite gives that contact portal access to the linked client. It does not add them to your agency team.

Where should I start each workday?

Open My Day to see Today’s List, Overflow, and triage. Complete each item in its task or ticket. See My Day overview and Work your day.

How do I invite a teammate?

Open Settings, then Team & Access, then Users, and select Invite Users. That invitation is for agency team members, not client portal contacts. See Invite your team.

How do I set up departments?

Open Settings, then Team & Access, then Departments. Create a department, add levels, and grant permissions on the department Permissions tab before you invite Members. See Set up departments and levels.

What is the difference between Owner and Administrator?

Both roles have full product access. An Administrator cannot impersonate an Owner, cannot remove an Owner, and the agency must always keep at least one Owner. Members get access through department levels and cannot impersonate a higher role. See Core Concepts.

What does the AI assistant have access to?

The assistant works within your agency workspace and respects each user’s permissions. It can answer questions about your clients, tasks, and tickets, suggest next steps, and help build automations. It never sees another agency’s data.

Does AgencyTitan track time and handle billing?

Yes. You can track time on tasks. Programs can include billing when your agency enables it, and the client portal can show invoices and payment history for a linked client. See Add a program to a client.

How do I get support?

Use Submit a ticket. If your workspace includes the AI Assistant, you can also open it from the main navigation.