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Customer Portal Configuration / Branding

OneDesk’s customizable customer portal is a useful tool for customers to see the items which they may be interested in, and the progress that is being made on them. For basic information see: Customer Portal

Accessing customer app settings

Access your portal settings from More Applications -> Administration -> Customer Apps. This will bring you to a general overview of the customer apps which OneDesk offers. Under the Customer Apps list, you can view the apps you currently have created/enabled. If you do not already have a customer portal, or want to create an additional one, you can do so by selecting 'Create Customer App.' You may want two portals in the case that you want to have separate portals with different permissions on what the portal visitors are allowed to see. 

See Create, Disable, Delete Customer Apps for details. 

Portal appearance settings

Access your portal settings from More Applications -> Administration -> Customer Apps -> Classic App Settings tab.

  1. Choose whether to display the name of the app or a logo. Your Company logo will display your logo as set in Admin -> Company Preferences. Selecting 'Custom logo' will allow you to upload a separate logo to display. 
  2. Choose the colors displayed in the portal. (Note: Colors changes will also be applied to your web widget)

Color configurations:

  • Main color - Replaces the main side bar color
  • Main text color - Configures the main side bar text and main buttons
  • Secondary button color - Configures the secondary buttons (recent, popular, and login button)
  • Secondary button text color - Configures the highlights on the secondary buttons
  • Body color - Configures the colors of the listed items

Portal visibility / permission settings

In Administration -> Customer Apps, selecting the cog-wheel icon under “actions” will bring you to the specific settings for the customer portal. You can also access these portal-specific settings by selecting “portal” on the left-hand side of your screen, under “customer apps” 

By default, the customer portal requires customers to log-in with the organization to view items, and customers are allowed to view items requested by themselves and other customers within their specific organization. You may want to restrict or open up these visibility settings further.

Different visibility settings & features to display

Under the “Customer is allowed to see …” heading, you can choose what items your customers view within the portal. There are several options, covering a wide range of situations. In addition to these provided options, you can specify unique item-types.

The options you can choose from to restrict or open up your portal visibility are as follows:

  • Their own requested items: When the customer accesses the customer portal, they will only be able to see items which they are marked as the requester on.
  • Items requested by customers in their organization: The customer can see their own requested items as well as items which other customers within the same organization are marked as requesters for.
  • Items in the projects they are following: The customer can see all items in the projects which they are marked as a follower for, regardless of their status as requester or not.
  • Items requested by customers in their organization & items in the projects they are following: The customer can see both items that all customers in their organization have requested, as well as items in projects they themselves are following, regardless of requester status
  • Their own requested items & items in the projects they are following: The customer can see items which they are marked as a requester for, as well as items in projects they are following, regardless of requester status.
  • All published items: The customer can see all items on the portal, even items outside their organization and which they are not a follower or requester of.
  • Specific published item types: The customer can only see published items of a specific item type. When selected, you can choose from a dropdown menu of items to add - shown below.

Underneath the item visibility section is where you choose which features and properties to display on the item’s detail panel in your customer portal.

These options allow for you to create a fully customizable customer experience. You can hide properties which do not apply to your business or customers, or which you wish to remain private to your internal users.

Finally, scrolling down to the bottom, we have the webforms section:

Here you can choose which of your created webforms, if any, are also linked to the portal. By default this is set up to show tickets created via webform, but you can change this to your liking by adding other webform items or removing the webforms from view entirely.

Related Articles:

The Customer Portal

Webforms (support Request Forms)

Web Widget