KB
Sign InTickets Portal (MFA)
What is the tickets portal?
A tickets portal is a type of customer portal. There are two portal types in OneDesk, 'MFA' and 'Classic.' The tickets portal is the ‘MFA’ type. You can learn about the differences in this article. The tickets portal is a tool for your customers, clients, or end-users. It allows them to login to view properties of tickets, add information or attachments, and send messages.
Note: The tickets portal will only show tickets. If you want to give your customers access to tasks, see: Tasks Portal
Tickets portal
Enable / create a tickets portal
The tickets portal is enabled by default in new accounts. You can find your tickets portal settings or open the portal by going to Administration >> ‘Tickets’ (or the custom name of your portal).
Or view your portal from Your profile >> Customer Apps >> Tickets (or custom name of your portal).
If portal is disabled
If you do not see a ticket portal, it may be disabled or deleted in your account.
To enable go to Admin >> Customer Apps >> toggle on Show Hidden Applications.
If the tickets portal is disabled, it will now appear in the list.
Toggle the Tickets portal to 'enabled.' The tickets portal settings will now appear in the left admin sidebar and you can now view the portal from your profile dropdown.
If portal was deleted
If the portal did not appear in the list when you selected ‘show hidden apps’, that is because it has been deleted in your account. You can create a new tickets portal:
- To create, go to Admin >> Customer Apps >> select Create Customer App.
- Give the portal a name (such as tickets portal). For the 'Type of Customer App' select Tickets Portal.
- Click Create.
- The tickets portal settings now appear on the left sidebar of your admin panel. You can now open the portal from your profile dropdown menu.
How do my customers access the portal?
You can provide customers a link, such as from your website or in an email. You can have the portal in the web widget which can be embedded on your site. You can also embed the portal into your webpage.
For more details see: Adding the apps to your site
What can customers see/do on the portal?
Configure which tickets a customer will see in the portal
Go to Administration >> 'ticket portal’s name '
By default, customers can view items they requested, are following, or are requested by other customers in their organization, and items in the project they are following.
You can allow customers to see any combination of tickets as described:
- Tickets they requested/followed - A customer would be allowed to see their own tickets or tickets where they were added as a follower.
- Tickets requested by themselves or others in their organization - A customer would be allowed to see tickets by others within their customer organization.
- Tickets in projects they are following - If you check this box, the customer will see all tickets contained within their organization's requested project(s).
- All or certain ticket types - Check on which ticket types are visible on the portal. Tickets that are visible must fall into the above rules.
(Note: Customers are automatically followers on any items they have created. Items requested by others in their organization means a customer from ABC Company would see all items created by other customers who belong to ABC Company. See related articles for more on customer organizations and sharing with customers.)
Configure which properties are shown / editable on the portal
You may select which details of the ticket you want a customer to be able to see (i.e. priority, % complete, etc.).
Go to Administration >> ticket portal’s name >> scroll to Detail Panel Properties
The properties listed in this section are currently visible to all customers on the ticket portal.
To add a property:
- Click 'Add another property to the detail panel'.
- Select the property you want to show in the portal.
Note: The properties available for view in the ticket portal correspond to all the available fields on your tickets, including any custom fields you’ve made. For more on custom fields: Using Custom Fields
Remove a property:
Removing a property will hide it from a customer on the portal.
- In your list of properties, click the X under the “Actions” column.
Configure which properties a customer can edit:
You can allow customers to edit selected properties. Enable editing if you want to collaborate with the customer, allow them to fix errors, etc. If a property is not editable it will be 'read only'. In other words the customer can only see the property.
- Check the box ON under the editable column to enable editing.
- Uncheck the box to disable editing.
IMPORTANT NOTE: When viewing your portal it may appear differently expected. Since you will be logged in as a user, the configuration settings may be those of a USER not a CUSTOMER. Please ensure you are logged in with a customer account to see what a customer will see.
Tickets portal branding / appearance
You can configure the name, colors, logo, and side panel properties of your ticket portal.
Portal side panel filters
Customers can filter and sort tickets using the side panel. You can choose whether the panel is available and if so which properties are visible.
To configure the side panel properties, go to Administration > Tickets Portal > Views to Display.
- Show Right Filter Panel - Show or hide the side panel from the customer view of the ticket portal
- All tickets - Show or hide the 'All' filter.
- All open tickets - Show or hide the 'My open' filter.
- My closed tickets - Show or hide the 'My closed' filter.
- Following tickets - Show or hide the 'Followed' filter.
- By type - Show or hide the filters for enabled ticket types.
To configure the colors / logos of the ticket portal, go to Administration > Tickets Portal >Appearance tab
Dark mode or light mode on the KB appears depending on the device system settings (i.e. you or your customer's PC or mobile device). The dark mode colors and logos can be configured separately.
Use your company logo or select a custom logo. The logo will appear at the top of the portal in full screen mode.
Main color - Configures the color of the top and sidebars.
Main text color - Configures the color of the text on the top and sidebars.
Secondary button color - Configures the category title on the right sidebar
Body Color - Configures the category title, featured article title, and article text colors.