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How to Configure Customer Support Portal

Giving customers fast, and immediate answers will help in improving customer satisfaction and make the brand stand out.

A customer support portal is a self-serve, web-based online portal where your contacts can create tickets, check on the status of previously created tickets, view solution articles from your Knowledge Base as well as search for any article, and more.

At Desk365, we deeply listen to our customers, and we rolled out a new look to the Customer Support Portal this week. The support portal layout has been modified to make it easier to access your tickets and Knowledge Base articles.

View ticket status in Desk365 support portal

Modify your Support Portal to reflect your brand guidelines

You can customize your support portal according to your brand guidelines and give your users a welcome feel with Desk365. You can reflect your support portal in your brand colors so that users will love the experience and it doesn’t look like an external product to them.

Let’s look at all the customizations that you can do in Support Portal in detail below:

1. Log in to your support portal as an administrator.  
2. Go to Settings > Channels > Support Portal

Settings Section

1. Banner Name

enter the banner name which you want to appear in support portal

Enter the name for your Support Portal under Banner Name. This is the name which your agents and contacts will be seeing on the top of the support portal.

2. Logo and Favicon

customize the support portal by adding your brand logo and favicon

You can upload your company logo by clicking on Change logo.

Favicon is the image that represents a website on the address bar of a browser near the title of the page.

You can upload the Favicon image by clicking on Change Favicon.

Note: Company logo should not exceed 2 MB. Recommended height is 50 pixels.

Favicon should not exceed 64 KB. Recommended dimensions are 32 x 32 pixels.

Should be in .jpeg, .jpg, .png or .gif format.

3. Theme Color

update your theme color to appear in support portal

You can reflect your customer support portal in your brand theme colors so that users will love the experience.

Use the color palette to pick your right brand color or type in the hex codes under the Theme Color option.

4. Configure user access to the Support Portal

Configure how users can sign into the Support Portal

Now, you can choose who can create tickets and view the status of those tickets from the Support Portal. The default configuration is to allow all users who visit your Support Portal.

You can also change it to allow access only to users who have an account and have signed into the Support Portal.

5. Configure how users can sign into the Support Portal

Configure how users can sign into the Support Portal

Now, you can configure how the users can use Support Portal. The default configuration is to allow all users who visit your Support Portal Using either Microsoft 365 or Email.

You also have other options like “Using Microsoft 365 only” and “Using Email only”.

6. Choose the buttons to be displayed in the Support Portal header

default support portal header button

You can now customize the buttons that are displayed in the Customer Support Portal’s header.

Other than the Create Ticket button, you can add new buttons to the header that can be linked to URLs of your choice.

This is useful when you want to link to content that is outside of Desk365, like taking your customers to your website, google or anywhere as per your wish.

In this example, we added one more button to be made available in the support portal.

multiple buttons which can be displayed in support portal header

After adding the new buttons, you can find them displayed in the Support Portal header.

support portal header with additional buttons

Finally, click on the Save button to apply all these changes reflected on your customer support portal immediately.

save changes to reflect the changes in support portal

7. Ticket List Columns

ticket list columns in the support portal

Select the columns you would like to display in the Support Portal’s tickets list. You can also drag and drop them to change the order in which they are displayed.

After selecting the columns, click on the ‘Ok’ button. Finally, click the ‘Save’ button to save these changes.

Now, when you visit the Support Portal’s tickets list page, you’ll notice the columns that you selected appear.

ticket list view

8. Ticket Properties

ticket properties dialog box in Desk365

You can select the ticket properties to be displayed in the Support Portal’s ticket details page. You can also drag and drop them to change the order of display.

For tickets created using Ticket Forms (i.e., via channels other than email), all the fields belonging to that form will be displayed automatically.

You can decide the placement of the form within the Ticket Properties list by dragging and dropping the ‘TICKET FORM’ element at the right location you want.

After selecting the columns, click on the ‘Ok’ button. Finally, click the ‘Save’ button to save these changes.

Now, when you visit the Support Portal’s tickets details page, you’ll notice the columns that you selected appear.

selected ticket properties appear in ticket details page

Control Access to Ticket Forms in the Support Portal

We previously released the ability to have a multi-brand knowledge base. As our customers found this feature useful, they also reached out to us to check if a similar feature can be implemented for ticket forms in the Support Portal.

We have revamped the ticket forms in the Support Portal to make different forms accessible to certain defined groups or companies.

You can now fine tune access to the ticket forms in the Support Portal. You can choose the visibility to be:

All visitors of the Support Portal – Anyone can create tickets in the Support Portal without needing to sign in.

Only signed in users of the Support Portal – Only authorized users who have signed into the portal can access ticket forms and create tickets. Users who have this access can also monitor ticket statuses in the support portal.

Support Portal signed in users from specific companies – This access provides the opportunity to make different forms accessible to certain defined groups or companies.

fine tune access to the ticket forms in the Support Portal

Now let’s see how this works with an example.

Go to Accounts > Companies > All Companies in Desk365. Click on the ‘Add’ button at the top to add a new company.

adding a new company in desk365

Now let’s create a new company called ‘Kanidesk Systems’. Enter the email domain of the company and fill in the other details and click on the ‘Save’ button.

creating a new company in Desk365

Go to Settings > Admin > Forms in your help desk.

Click on the ‘Add Ticket Form’ button found at the top.

Let’s say you want to create and display the ‘IT Form’ only to ‘Support Portal signed in users from specified companies’. You can easily do that by choosing the appropriate company and clicking on the ‘Save’ button.

Choose ‘Kanidesk Systems’ as the company and click on the ‘Save’ button.

support portal signed in users from specific companies

Now, only the users from ‘Kanidesk Systems’ can access this ticket form and create tickets.

cloud9 systems it form

For users from other companies, this IT ticket form won’t be available.

cloud9 systems it form is not accessible

You can control access to ticket forms in both default ticket forms as well as custom forms in the Support Portal.

Hope you enjoy using these new features for your business.

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