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When someone raises a support ticket in your customer portal through any channel, they automatically become a contact. You can allow your customers to create an account in your support portal and log in before they create a ticket or access your Knowledge Base and Forums. Alternatively, they can also use single-sign-on through Google or Facebook to log in.


Generally, the email address will be the primary field for the contacts. If the customer logs in through Facebook, the primary field will be the Facebook user name (populates the Full Name field in the contact information).


This article provides information on how your end users can use your customer portal to login, create account, and raise tickets.


The article contains:


Create an account in customer portal

Click Sign up in the upper-right corner of the helpdesk:

The Signup form collects the user's name and email address.

Registered users can click on Login in the upper-right corner. (New users can too, and then use the SSO options to log in for the first time.)


If you want to restrict your customers from signing up and/or logging into the customer portal, you can modify the settings as required in Portal Settings . 


Note: You can enable the User Activation email for new users to make your account secure from spammers. Once a user signs up, an email notification with the activation URL is sent on their registered email address; they can click on it and create a password for their Freshdesk account. This can be managed under Admin > Workflows> Email Notifications > Requester Notification. The User Activation email will also be sent out when the contact raises a ticket for the first time in your helpdesk via any channel.

Create tickets from portal

Now that the customer has signed into their account on your support portal, they can view the Knowledge Base, Forums, and also raise support tickets. By default, anybody visiting your support portal can submit support requests and view your knowledge base and forums without logging in. You can control the visibility of each portal section in Portal Settings.


To create tickets via the customer portal:

  1. After your customers log in (based on your Portal Settings), they can click on the Submit a ticket button.
  2. They will be taken to the ticket form where they can fill out information like their 'Email Address, 'Subject' and a 'Description' of the issue they are facing, along with additional information such as 'Name', 'Phone Number' or the 'Type' of the issue. They can also attach files to their tickets.
  3. If you have your Knowledge Base set up, Freshdesk will suggest the solution articles based on the query typed in the subject. This helps your customers get a solution without reaching your support and deflects tickets.
  4. Once they hit the 'Submit' button, the ticket will be created in your helpdesk with the 'Source' field value set to Portal.
  5. The ticket requester will be taken to the public ticket page where they can check the status of the ticket, add replies and notes to it when needed


Check tickets status

At any point, the requesters can log in and check the status of the tickets using the View all tickets option.


A ticket can have various statuses. The requester can filter tickets based on the 'Status' drop-down.


All Tickets view

Shows all the tickets raised by the requester in the helpdesk.


Open or Pending tickets

For an agent, every ticket that comes in will be in the Open status by default. The agent can change the status of the ticket to Pending when they are awaiting a response from the requester or if they're waiting for more information from a third party. The SLA timers do not run when a ticket status is Pending. For a requester, all open or pending tickets have a status of Being processed (modifiable).


Resolved or Closed

The ticket is marked as Resolved when the agent provides the solution for the customer's question/issue. The ticket is marked as Closed when the customer confirms the resolution of the ticket.

The customer can reply to the ticket at any point to reopen for further questions.

Update profile details

  1. Click on your profile name on the top right corner > Edit profile.
  2. In the profile settings page, you can edit your name, password, phone, photo, timezone, and language.
  3. Click Save changes.