The General Portal Settings and What They Do

You may have noticed a General Portal Settings page for your Customer Service Portal. Here's a list of each setting and how to utilize them.

In your hapily admin portal, click Customer Service Portal > General Portal Settings to view and manage the settings for your portal. There are a lot of different fields to cover, so I've listed them out below:

How to access customer portal settings in the hapily admin portal

1. Customer Portal Title:
Your customers will see this up in the tab when they use your portal!

How to edit portal settings in the customer service portal

2. Company Title: Whenever a team member sends an email through the portal, the company title will appear in it. 


3. Admin Logo: This logo will appear in your hapily admin portal in place of the hapily logo.

How to change the admin logo in the customer service portal

4. Login Logo: You likely want this to be the same as your admin logo. It will appear on your customer’s login screen when they use your portal.

How to change the login logo in the customer service portal

5. Favicon: This will appear on the tab next to the Customer Portal Title whenever your customer uses your portal. Think of it as a miniature version of your company logo.

How to change the favicon in the customer service portal

6. Accent Color: This will affect the color of your hapily admin portal. It uses hexadecimal color codes. You can find the one you need using color pickers on the internet.

How to change the accent color in the customer service portal

Customer Service Portal How to change the accent color

7. Introduction Notification Email: A simple “yes” or “no” field. It determines whether or not you receive email notifications when a contact is first linked to a ticket or deal.

8. Activity Notification Email:
If set as “yes” this field will send your customers email notifications whenever there is any activity on a ticket. NOTE: It is sent out ONLY when there is email activity on the ticket.

9. Auto Refresh Tickets?:
If checked “yes” this field will allow you to decide how often a ticket is refreshed when one of your team members is idle.

10. Custom Domain:
You’ll send this to any contacts you’d like to invite to your portal. They’ll use it to create an account or log in!

How to view your custom domain in the customer service portal

11. Require 2FA Login:
If checked “yes” this field will require two factor authentication for your customers when they log in.

12. Ticket Pipeline Visibility:
If there are tickets belonging to certain pipelines you don’t want your customers to see, you can uncheck them here. All tickets from all pipelines are visible by default.

How to edit ticket pipeline visibility in the customer service portal

13. Use Simplified Statuses: This affects what ticket statuses customers can see on their end. For example, if this is set to “yes” the only statuses they will see are In Progress or Solved. If set as “no” they will be able to see the unique status names you have set in your HubSpot portal. Example from the customer's side:

How to use simplified statuses in the customer service portal

14. Support Team Alias: If you don’t want your team member’s names visible, you can use this field to set up an alias for all of them to use. Here's what your customer's will see:

How to set an alias in the customer service portal

15. Allow Contact Signup?:
This field allows you to generate contacts directly from the signup page. You can even add custom fields to the signup page.

16. Live Chat Widget: If you have a HubSpot live chat widget, you can add it to your portal here! Copy and paste the HTML/JS code for in the text box.

17. All Contacts are Power Contacts?: Power Contacts are customers who can view all tickets associated with their respective companies. In other words, if Victor Sullivan and Nick Valentine work at Tech Max and one of them submits a ticket, the other will be able to view it from within the portal. Example:

How to enable power contacts in the customer service portal 

Setting this as “yes” allows you to automatically set all contacts as power contacts instead of having to manually add them.

18. File Storage: If a customer submits a file on his ticket, it will be stored in your HubSpot by default. If you want it to be stored elsewhere, you can change it here.

19. Misc. Ticket Button: If you need to redirect a customer to a webpage outside of your portal, you can create a button for that here.

20. Allow comments even closed?: If you’d like to allow communication on tickets even after they are closed, set this to “yes”.

21. Hide Messages by Email: If you need to hide messages from certain emails in a ticket thread, you can enter those emails here. Make sure to separate them with commas!

22. Knowledge Base: If you have a knowledge base, you can make a button linking to it here.

23. Create Description As Engagement: If you’d like to continue this ticket conversation in an email, you can save the body of it as an email using this field.

24. Allow Contacts To Close Tickets: If you would like to allow contacts to close their own tickets within the portal, you can select which pipelines and which stages they'll be allowed to do so in here!

HubSpot how to let customers close their own tickets

25. Allow Contacts To Download Tickets: If your contacts want to be able to download their tickets into a spreadsheet, you can enable the feature for them here!

HubSpot how to let users download their tickets

26. Allow Contacts General Or Field Specific Searching: You can set up field specific ticket searching for your customers using this field.

HubSpot Field specific ticket searching

And that's all there is to it!

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