The "Self-Service Portal" can be configured by system admins via the config (Configuration > Self-Service Portal). This guide will step you through each of the settings on this screen.
1. Web Portal URL
Your portal URL will be displayed at the top of the page. It will be your web app URL with /portal ay the end. For example, https://webapp.com/portal.
2. Portal Title
The Portal Title field changes what is displayed on the tab of the browser when viewing the portal.
3. Portal Colour
This option allows you to customise the colour of your self-service portal.
4. Portal Logo
Your self-service portal will display a logo in the top left corner of the banner, as seen in the above image. You can set the image to be user here. If no image in selected, the image at your organisation with be used instead.
5. Portal Access
To allow access to the portal to log tickets, service requests, service statuses and view knowledge base articles without requiring authentication, then uncheck 'Require users to login to access the portal', and select a Site to use for Tickets created by Anonymous Users, to allow the portal to be used without user login.
Allowing anonymous users will make some API endpoints no longer require authentication, so it is worthwhile ensuring that no sensitive data is stored in the endpoints listed in the warning when deactivating the setting above.
When logging a ticket as an anonymous user, you will be required to enter a contact name and email address. The ticket will then get assigned to the selected anonymous site with the name and email address entered on the new ticket screen.
Permissions to values and kb articles will use the anonymous sites permissions, and only services with access level of 1, and available to Everyone, will show in the service catalogue.
6. Menu Buttons
The menu buttons allow you to control what your users can do on the self-service portal. The buttons can be configured to take the user to different areas of the portal, or they can be a link to take the user to an external URL.
All the button images, names and messages can be customised.
7. Home Screen
The home screen check boxes let you customise the portal by enabling pre-configured areas to the home screen.
8. New Ticket Settings
The default ticket type option allows you to set which ticket type will be the default when the New Ticket (with ticket type selection) menu button is clicked.
9. Ticket Details Settings
The ticket details settings let you choose what information you want the end user to be able to see when viewing their ticket. Other field information can be made visible or hidden by editing the fields on the ticket type's field list in the configuration.