If you have signed up for a Freshdesk Support Desk or Omnichannel account before March 30, 2022, refer to this article to read more about logging in and accessing your Freshdesk customer Portal.


By default, when you sign up for a Freshdesk account, your helpdesk is split into two sections: 

  1. Agent Portal - This is the Freshdesk agent interface you see when you log in to your account. On the agent portal, you can respond to incoming tickets, add knowledge base articles, check out reports, and so on. If you're an Administrator, you can also manage additional settings, add support reps and pay for your Freshdesk account. 
  2. Customer Portal - This is the portal where your customers can register themselves, browse through your Knowledge Base, engage on your Forums, and raise and track their tickets.


If you'd like to learn how your customers can use your support portal, check out Freshdesk's End User guide here.


If you are an Administrator, you can configure your support portal to be exactly the way you want. For example, you could rebrand it to change the way it looks, decide who gets to access it, or even enable Single Sign-On with popular services to make it easy for customers to log in. 


How to set up your customer portal: 

  • Go to Admin > Portals 
  • Hover over the portal that was created by default and click Edit




  • Under Portal Settings, enter the Portal name.
  • Your default Portal URL will be auto-generated by Freshdesk. You can choose to customize your Portal URL to match your domain like support.yourcompany.com.   




The default language of your Portal will be set to English. You can set up your Portal in other languages your customers prefer. You can manage your Freshdesk account’s Supported language by clicking on Manage Languages. 


Managing access and visibility of your Portal: 


When you manage multiple customer portals, you may have to personalize the behavior of each section differently for each one of them. On this page, you can manage the settings of different portal modules, like how you want your customers to submit their tickets, control how they can access your knowledge base, or moderate your forums. 


  • Setting up Ticket forms on your Customer Portal:

You can configure the way end-customers access and interact with your ticket forms on the customer portal. You can link multiple ticket forms tailored based on the customers' brand or product or issue. 

  • Click on the ‘Add ticket form’ field and you will be able to access all the ticket forms that are created on your Freshdesk account. 
  • Once you’ve added the required forms to this field, you can fill in the page title. The Page Title will appear at the top of the Portal when customers select ‘New ticket’.
  • User Sign-up and Login: If you want to store the information of the user visiting your Customer Portal, you can have new users sign up or sign in. 

You can also let your customers log into Freshdesk with their Google, Twitter, and Facebook credentials. This speeds up the sign-in process for your customers and you also get to keep track of who logs in.


User Permissions for customers to raise tickets from your Portal:


You can choose to allow tickets to be raised only by logged-in users or by everyone. Freshdesk lets you make CAPTCHA compulsory while raising tickets, which lets customers raise tickets without signing in. This ensures that they are not bots and, at the same time, saves them time from signing up.


Another way to let your customers find answers quickly is by enabling automatic solution suggestions. Based on the keywords entered by your customers when they fill out the new ticket form, Freshdesk will suggest related solution articles on the right side of the form.


You can restrict the visibility of the tickets on the portal by making it available only to logged-in users or make it public so that anyone with the Public Ticket URL can view it. To learn more about the setup and usage of the public ticket URL, click here.


  • Setting up your Knowledge base on your Customer Portal:

In this section, you can manage how customers can access your knowledge base, map different folders and categories of solution articles to be visible on your Portal, and also enable article views, author name, etc., 

 



  • Setting up Forums on your Customer Portal: 

Setting up customer forums is similar to the knowledge base sections as mentioned above. However, you can also manage the moderation settings of your Forums to approve customer posts and responses. You can add the email ID of the forum moderators so that they can be notified in real-time of the events on the forum.  




You can choose to let end-customers browse through your Knowledge Base articles and Forums with our without logging in. That way, they could potentially find a solution to their problem without having to raise a ticket. This will save time for both you and your customers. 


For creating new topics, you can choose to make CAPTCHA compulsory for logged-in users as well.


Configuring the branding of your portal


Under the Branding tab, you can customize the following for your portal:




  1. Logo: To stay on brand and make your portal recognizable for customers, you can upload your company’s logo. Your logo will be displayed on the front page of your portal and will be the first thing that is visible to your customers. We recommend a resolution of at least 60X60 and a 1:1 aspect ratio for your logo so that it is displayed correctly. 
  2. Favicon: Favicon is the image that will be displayed on your user’s browser tab. By uploading your desired favicon, you can make it easy for customers to recognize your webpage. We recommend a resolution of at least 60X60 and a 1:1 aspect ratio for your favicon so that it is displayed correctly. 
  3. Home page URL: This is the email address on which customers can reach out to you for any help. The email address provided will be displayed at the bottom of your portal. 
  4. Helpdesk Phone: You can enter the phone number of your company’s support helpline here to make it easy for customers to contact you. This number will be displayed at the bottom of your portal. 


To customize the appearance of your Portal to fit your brand guidelines, refer to this article.


You can also preview the settings you have configured for the Customer portal. To access it, click on the Profile picture in the upper-right corner after logging into the helpdesk as an agent, and then click Go to Customer portal.