Application Branding

This article tells you how to customize the Service Portal with your company name and logo. Even if haven\’t enabled the Service Portal, you\’ll want to see how to Customize Your Email Templates.

Add Your Logo and Company Name to the Portal

The first step is to make sure your visitors see things that identify the portal as yours:

1. Go to > Channels > Service Portal
2. In the Branding section, specify:

Header Logo Upload your organization\’s logo image. Standard logo size is 98 pixels wide by 24 pixels high A realistic maximum size is up to 600 pixels wide by 32 pixels high Tip: Even at 32 pixels high, only very simple images and stylized text are readable. Web Site Url Enter the URL the users go to when they click on your logo. (Typically, that will be your organization\’s web site.)

Favicon Upload a small favicon image that displays in the browser\’s address bar, in bookmarks, and in browser tabs.

Mobile Logo

Upload an image that will be seen by users who access the portal over a mobile device.

Announcement Widget Specify the title and HTML text for a welcome message or any other announcement you would like to make on this page.

Twitter Hashtag Specify a twitter feed to feature Tweets to that tag on the support page.

Page Background Color Select a background color that matches your organization\’s theme.

1. While you\’re here, note that the Email Templates section contains links to the templates for messages that portal users will see. (You\’ll do some customizing momentarily. For now, just note where they are.)

1. Click [Save]

Note: For a complete list of Service Portal configuration options, see the Service Portal Settings.

Customize Your Email Templates

Add Team Information to the Global Template Variables

The first step in customizing your email templates is to make sure that they contain the right name and email addresses. Variables have been defined for just that purpose, so you need to make the changes in only one place. To modify the variables:

1. Go to > Shared Global Resources > Template Variables

1. Click [Manage Custom Template Variables]
2. Modify the first three default variables:

Support Team Name Put the name of your support team here, so messages recipients know who the message is coming from.

Support Team Email Address When users reply to a case-related message, their comments are automatically recorded as part of the case. This address lets them send messages to the support group for everything else.

Support No Reply Email Address Some messages are informational, and do not allow replies. Use this value to display something for your users to see. For example: noReply@YourCompany.com

1. Add any other variables you need for use in multiple templates.

1. Click [Save]

Add Your Logo and other Information to the Templates

With the template variables set up, the default email templates are perfectly usable, just as they are. They aren\’t very stylish, however! To add a logo, additional text, and additional styling, you\’ll want to modify the templates:

1. Go to > Case Management > Email Templates to see a list of all email templates used in the system.

-or- Go to > Channels > Service Portal to modify the templates that are used by the Service Portal.

(Those are the only ones you really need to modify, for now. The other templates

 are for messages that go to your internal staff.)
 

1. When you\’re done making changes to a template, be sure to click [Save] at the bottom of the page.