Service Portal Settings

To customize the Service Desk:

1. > Customize > Service Portal > Service Desk
2. Fill in the information below
3. Click [Save]

Basic Information

• Title - Change the portal name if you like, or leave it as "Service Desk". (It's only displayed internally.)
• Description - Describe the audience or product the portal is intended for, and how it will be used.
• Active - Check this box to make the portal usable. Clear it to disable the portal without removing it.

Portal Features

• Community - Allow registered portal users to interact with each other.
• Knowledge Base - Allow registered portal users to access articles published in your Knowledge Base.
• New Case Submission - Allow registered portal users to submit new cases using the Service Portal.
• Add Registered Users to Team - Use the default Service Portal Users Team.

• This choice separates portal users from all other Template:HelpDesk users
• It also takes advantage of the default Template:HDlink, which allows cases created by portal users to be accessed by internal users.

• Allow Users to Self Register - Allow someone who visits your portal to register themselves. Leaving this box unchecked means that only users who receive an invitation can become registered users.

Guest Features

• Create New Contact for Unmatched Email Address - When a guest user supplies an email address that doesn't match an existing Contact, create a new entry with that address.

  Select this option to expedite future email communications.

Branding

• Header Logo - Upload your organization's logo image.
  • Standard logo size is 98 pixels wide by 24 pixels high
  • Realistic maximum size is up to 800 pixels wide by 28 pixels high
• Web Site URL - Enter the URL the users go to when they click on your logo.

  Typically, this is the 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.
• Page Background Color - Select a background color for the page.

Email Templates

Click on these templates to customize them, or use them as they are:

• Invitation Email - Use this template when sending someone an invitation to use the Service Portal.
• Case Response Email - This template is used when an agent sends a message to customer.

  Different portals will use different templates, so that each template can contain logos and links that are appropriate for the product or service supported through that portal.

• Auto Acknowledgement Email - This template is used to acknowledge receipt of a case submitted through the portal.