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


  1. Agent Portal - This is your helpdesk's backend that is shown to you and your team when you login as an agent. It can be used to respond to incoming tickets, add knowledge base articles, check out reports and so on, from your company's point of view. If you're an Administrator, it can also be used to manage additional settings, add additional support reps and pay for your Freshdesk account. 
  2. Customer Portal - This is the public portal your customers will see when they come to your helpdesk. It lets them register themselves as customers, 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 login. 


How to customize the public portal

  • Login to your helpdesk as an Admin.
  • Go to Admin > Portals > Settings
  • A list of options is available that lets you tweak your public customer portal. 



User Signup and Login


If you want to store the information of the user raising a ticket, you can have new users sign up from your public portal.


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 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 suggestion. 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.


You can let them go through your Knowledge Base articles and Community Forums 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.

 

You can also set up an SSO mechanism to validate users trying to log into your portal for Freshdesk using a locally-hosted script. These could be users who already have an account in your web application or whose information you have stored in your internal application like ActiveDirectory (learn how).


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.


  

Note: You can switch back to the Agent portal after reviewing the changes you have made by clicking on this link in the upper-right corner:



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


  1. Agent Portal - This is your helpdesk's backend that is shown to you and your team when they login as an agent. It can be used to respond to incoming tickets, add Knowledge Base articles, check out Reports etc. from your company's point of view. If you are an Administrator, it can also be used to manage additional settings, add additional support reps and pay for your Freshdesk account. 
  2. Customer Portal - This is the public portal your customers would see when they come to your helpdesk. It lets them register themselves as customers, browse through your Knowledge Base, engage on your Forums, and raise and track their tickets. 


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


If you are an Administrator, you can configure your support portal to be 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 login. 


Quick guide on Customizing the Public Portal:

  • Login to your helpdesk as an Administrator.
  • Go to Admin > Portals > Settings tab
  • A list of options is available that lets you tweak your public customer portal. 




User Signup and Login


If you want to store information of the user raising a ticket, you can let new users sign up from your public portal.


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


User Permissions for 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 suggestion. Based on the keywords entered by your customers when they fill out the new ticket form, Freshdesk will suggest related solution articles that you have published, on the right side of the form. 


You can restrict the visibility of the tickets on the portal by making it available only to the 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.


You can let them go through your Knowledge Base articles and Community Forums without logging in. That way, they will quickly get 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.

 

You can also set up an SSO mechanism to validate users trying to log into your portal for Freshdesk using a locally hosted script. These could be the users who already have an account in your web application or whose information you have stored in your internal application like ActiveDirectory. Learn how.


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

 


Note: You would also have a link on the top right corner to revert to the Agent portal after reviewing the changes you have made.