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How to Configure Customer Portal Settings

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The customer portal settings of the help desk can be configured from the Customer Portal settings page under the Admin module.

Customer_Portal_Settings.png

Customer portal settings

Here are the configurations required for the customer portal where you can interact with a company, access support resources, submit requests, and manage your accounts.

General

All the general settings have a brand-specific aspect; you will select the corresponding brand and apply the settings accordingly. These settings include:

Brand name

The brand name of the customer portal can be changed using the Edit option provided beside the name.

Portal name

You can change the title of the website found in the browser tab by changing the portal name.

Portal URL

You can change the customer portal URL by either changing your BoldDesk subdomain or mapping your custom domain URL to your customer site.

To learn more about how to change the subdomain of your BoldDesk portal, refer to this article.

To learn more about how to map your custom domain and navigate to customers’ site, refer to this article.

Logo and Favicon

You can change the logo and Favicon of your customer portal to reflect your branding using the Logo and Favicon change option. The supported formats are mentioned inside it. The maximum size of the logo is 2MB and the favicon is 64KB.

Changing the Logo Linkback URL

If you want to link the logo to your site, you can fill in your site URL.

Logo Linkback URL.png

Footer Links

Many different footer links are available to display in the footer section of the customer portal.

Copyright URL, Terms of use URL, Privacy Policy URL, and Cookie Policy URL are supported in the footers link.

Announcement Banner Message

This message is used for any new announcements for the customers and users. The announcement can be sent in two different ways, namely:

  1. Plain text
  2. Rich text

In the rich text, you can change the font and color and highlight it. Also, you can set links in the announcement banner.

Announcement Banner Message.png

After updating the announcement banner, it appears in the customer portal as shown in the screenshot below.

Banner_Message_in_the_Customer_Portal.png

Auto Suggest Articles

When you enable these settings and have Knowledge Base articles enabled in the Knowledge Base settings, the system will automatically suggest the top 5 relevant articles to the customer/user when they type a subject in their customer portal ticket creation page.

Auto_Suggested_Articles.png

Here, when you type ‘Customer Portal’ in the Subject, the top 5 relevant articles are suggested to the customer.

File Download Settings

In the file download settings, you can choose the options for who can download the file attached to the ticket according to your requirements.

File_Download_Settings.png

You can find the details on how to allow an end user to download an attachment without having to log in by referring to this article.

Google Analytics ID

You can use Google Analytics ID on all the pages of the customer portal.

Google Tag Manager ID

You can include a Google Tag Manager ID on all the pages of the customer portal by adding the Google Tag Manager ID here.

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Login

Form login and reCAPTCHA

Google reCAPTCHA is a security service provided by Google to prevent non-human access to the sites.

Enable this login if you want to allow users to use the username and password-based login.

It asks the user to decipher an image or any other method to know whether the user is a human.

Social logins

Social logins like Google, Twitter, Facebook, and Microsoft are also available. This enables you to access the site with any of the above-mentioned accounts.

This reduces a lot of time and users prefer to log in through the platforms since it is not necessary that the user must remember a new password to be set for the new account, instead the existing account on the platforms would be sufficient to log in.

Single sign-on

Single sign-on is the securely authenticating method. If your company already has a single sign-on, then it can be configured here.

There are two different methods available:

  1. OAuth 2.0 and
  2. Open ID Connect.

OAUTH 2.0

It is a protocol that allows user to access their resources or grant third-party sites access without exposing the credentials.

Open ID connect

It is similar to OAuth 2.0, which allows users to access several websites with a common identity. To learn more about the steps to configure the Azure AD SSO login, please refer to this article.

Security

Under security, there are two categories available, general settings and password policy.

In general settings, the end-user can register an account from the customer portal. Enabling this option allows the user to register an account and submit a ticket from the customer portal.

Allow User Register.png

In the password policy, two options are available, default and custom. The default policies are predefined, whereas custom policies can be altered.

The custom policies have rules that can be selected or unselected depending on your needs, which include a maximum count of the password characters or password expiry.

Note: The password policy is applicable only when a form login is enabled.

Knowledge Base

To configure the settings of the customer portal’s knowledge base section, refer to this article.

Accessing customer portal settings

To access the customer portal settings, you should enable the Manage settings permission in the roles and permissions section.

Manage Settings Permission.png

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