We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

Whenever a non-agent raises a ticket in your helpdesk, they get added as a contact. If you have enabled the user activation email for requesters they can set up a password by clicking on the link in the activation email sent to them. This option can be enabled under Admin > Workflows > Email Notifications > Requester Notification. However, if you do not have it enabled (or do not want to enable it), but still want a few of your customers to be able to access your customer portal, you can change/setup passwords on their behalf.

In the case of a customer requesting a password change, you can decide your preference based on the kind of business you run and the support volumes you deal with.


  • To change a password on behalf of the customer, go to Admin > Workflows > Email Notifications > Requester Notification and disable the User Activation email toggle button. This makes for a seamless experience for your customer who might otherwise have to follow multiple steps before they get access to your portal.
  • Your customers can change passwords themselves by hitting the forgot password option on the customer portal login page.

 

You will be able to change a contact’s password on the contact details page, if you are an Admin/Account Admin or any other agent with ‘Super Admin’ controls. Customers will not receive any automatic notification about the password change.



Note: Agents will not be able to set/change password for a contact which doesn't have an email address associated with it.

Whenever a non-agent raises a ticket in your helpdesk, they get added as a contact. If you have enabled the user activation email for requesters they can set up a password by clicking on the link in the activation email sent to them. This option can be enabled under Admin > Workflows > Email Notifications > Requester Notification. However, if you do not have it enabled (or do not want to enable it), but still want a few of your customers to be able to access your customer portal, you can change/setup passwords on their behalf.

In the case of a customer requesting a password change, you can decide your preference based on the kind of business you run and the support volumes you deal with.


  • To change a password on behalf of the customer, go to Admin > Workflows > Email Notifications > Requester Notification and disable the User Activation email toggle button. This makes for a seamless experience for your customer who might otherwise have to follow multiple steps before they get access to your portal.
  • Your customers can change passwords themselves by hitting the forgot password option on the customer portal login page.

You will be able to change a contact’s password on the contact details page, if you are an Admin/Account Admin or any other agent with ‘Super Admin’ controls. Customers will not receive any automatic notification about the password change.



Note: Agents will not be able to set/change password for a contact which doesn't have an email address associated with it.