Service Portal Settings

From AgileApps Support Wiki

Basic Information

  • Title - Change the portal name if you like, or leave it as "{YourCompanyName} Support Portal". (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 Support Portal.
  • Add Registered Users to Team - Use the default Service Portal Users Team.
  • This choice separates portal users from all other ServiceDesk users
  • It also takes advantage of the default Service Portal Data Sharing Policy, 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.
Learn more: Self Registration

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 600 pixels wide by 32 pixels high

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Tip: At 28 pixels high, only simple images or stylized text are readable.

  • 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.