Skip to content
  • There are no suggestions because the search field is empty.

SOP-T1-17: Telstra Portal Guide

Carrier Portal Reference — Tier 1 Support Standard Operating Procedure

Document ID: SOP-T1-17

Version: 2.1

Owner: Tier 1 Support Associates

Approver: John Martinez — T1 Manager

Applies To: Tier 1 Support Associates

Related SOPs: SOP-T1-01 — Customer-Reported Connectivity Issues REF-T1-01 — Carrier Contact Directory

1. Purpose

This procedure explains how to sign in to the Telstra carrier portal, create an incident ticket, and check the status of previously opened tickets.

2. Scope

This procedure applies to all Tier 1 work inside the Telstra portal. It supports — but does not replace — SOP-T1-01 (Customer-Reported Connectivity Issues), which describes when to contact a carrier; this SOP covers how to use the Telstra portal itself.

3. Roles & Responsibilities

Tier 1 Support Associate: Signs in to the portal, creates incident tickets, and checks ticket status via the Tracking tab.

T1 Manager: Approves this SOP.

4. Prerequisites

Non-Technical Prerequisites

  • Access to the shared Telstra portal credentials via the team password manager (see credential handling note below).

Technical Prerequisites

  • Ability to locate the Telstra Circuit ID for the circuit being worked, from the ticketing system or the CRM.

5. Procedure

STEP 1 — Sign In

Portal link

https://connectapp.telstra.com/

Credential handling

Retrieve the Telstra portal username and password from the team password manager rather than sharing them in chat, tickets, or customer-facing communication.

STEP 2 — Create a Ticket

Go to Create → Incident. The portal will ask for the Circuit ID — search for it in the ticketing system or the CRM if it is not already on hand.

Enter the Telstra Circuit ID and select “Continue to raise incident.”

STEP 3 — Check Opened Tickets

Navigate to the Tracking tab. This shows all Incident and Request tickets currently on file.

6. Escalation Criteria

  • Telstra portal credentials are not available in the team password manager → escalate to the T1 Manager.
  • Circuit ID cannot be verified in the ticketing system or the CRM before raising an incident → confirm the circuit is managed by Hyper Networks (see SOP-T1-12) before proceeding.

7. Do's and Don'ts

Do

  • Confirm the Telstra Circuit ID in the ticketing system or the CRM before raising an incident.
  • Retrieve the Telstra portal login from the team password manager.

Don't

  • Don't share the Telstra portal password in chat, tickets, or with a customer.
  • Don't raise an incident without first confirming the correct Circuit ID.

8. Revision History

v1.0: Original knowledge-base article format.

v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). Added a credential-handling callout directing associates to the team password manager. No other procedural content changed.

v2.1: Prepared for public-facing publication: removed customer names, internal staff names and email addresses, third-party vendor names and contact details, and internal tool names (replaced with neutral terms such as “ticketing system” and “monitoring tool”). Contact details now live in the T1 Internal Contact Sheet. No procedural steps changed.