Provide portal credentials

Your customers have a special and customized support website known as the Customer Portal. Here, they can initiate support tickets, monitor ticket statuses, read knowledge base articles, and see all company tickets (restricted to 'main contacts' only).

Your users have a special and customized support website known as the Service Portal. Here, they can initiate support tickets, monitor ticket statuses, read knowledge base articles, and see all company tickets (restricted to 'main user' only).

Within this article, we will detail the methods through which you can provide your customers with the portal credentials.

Within this article, we will detail the methods through which you can provide your users with the portal credentials.

Automatic password provision upon contact creation

Automatic password provision upon user creation

This section will indicate the steps needed in order to set up automatic contact creation on incoming email, alongside the setup needed to automatically provide the contact with their portal password.

This section will indicate the steps needed in order to set up automatic user creation on incoming email, alongside the setup needed to automatically provide the user with their portal password.

Note: This setup does not work for already existing contacts.

Note: This setup does not work for already existing users.

1. From Admin (on the side panel), go to Email Settings.

The Email Settings page appears

2. Scroll down to the Contact Email settings section, there, make sure to enable the options:

2. Scroll down to the User Email settings section, there, make sure to enable the options:

Auto-create new contact on incoming email: Upon the receipt of an email from a previously unregistered address, a new contact will be generated automatically.
Auto-create new contact on incoming email: Upon the receipt of an email from a previously unregistered address, a new user will be generated automatically.
Send an email to a newly added contact: Following automatic or manual contact creation, an email is sent to the contact based on the email template selected. Make sure to select an email template that contains the snippets for the portal credentials. Check out this article to learn more about Email templates.
Note: This does not apply to users who were imported via CSV or Azure AD import feature
Send an email to a newly added user: Following automatic or manual user creation, an email is sent to the user based on the email template selected. Make sure to select an email template that contains the snippets for the portal credentials. Check out this article to learn more about Email templates.
Note: This does not apply to users who were imported via CSV or Azure AD import feature

3. Now click on Update to save your setup. Once done, anytime an unregistered email address sends an email to your Support Addresses, a contact will be created automatically and an email will be sent to them with the credentials for the portal.

3. Now click on Update to save your setup. Once done, anytime an unregistered email address sends an email to your Support Addresses, a user will be created automatically and an email will be sent to them with the credentials for the portal.

Assign contact automatically

Assign user automatically

When a new contact is created automatically, this will be assigned to the Unassigned customer, which is the default customer. You have the option to assign the contact automatically to a customer based on the Domain.

When a new user is created automatically, the user will be assigned to the Unassigned site, which is the default site. You have the option to assign the user automatically to a customer based on the Domain.

Important note: The option for managing domains is available only on the ENTERPRISE plan.

To add a domain to a customer:

To add a domain to a site:

1. From Customers (on the left side menu), search and select the customer that you wish to set up.

1. From Sites (on the left side menu), search and select the sites that you wish to set up.

The Customer page appears

The Site page appears

2. Under Domains, click on Manage Domains.

3. The Manage Domains window appears, there insert the domain that you want to be associated with your customer, then click on Apply.

3. The Manage Domains window appears, there insert the domain that you want to be associated with your site, then click on Apply.

Now, any incoming emails from the selected domains will be automatically assigned to the customer.

Ticket automation rule for portal credentials

It is possible to configure a ticket automation rule that will automatically transmit portal credentials when a new ticket is created by the customer, provided that certain conditions are met.

It is possible to configure a ticket automation rule that will automatically transmit portal credentials when a new ticket is created by the user, provided that certain conditions are met.

To set the automation rules:

1. From Admin (on the left side panel), go to Ticket automation rules.

The Ticket Automation Rules page appears

2. Click on Add New Rule.

The Add Rule window appears

3. Add the Name and the Description of the rule, and select the Trigger New Ticket Created. Set Ignore Flow and Active to Yes, then click on Add.

The rule has been created, now we have to add the relevant Conditions and Actions for this rule.

4. Add the following condition:

Ticket Property: Ticket Title
Operator: Equals
Expected Value: [Portal Credentials]
Click on Add.

5. For Actions, select:

Action Type: Send an Email to Contact
Related Field / Email Template: select an Email Template that contains the snippets needed for the portal credentials. Learn more about Email templates
Click on Add.

5. For Actions, select :

Action Type: Send an Email to Requester
Related Field / Email Template: select an email Template that contains the snippets needed for the portal credentials. Learn more about Email templates
click on Add.

All done! Now anytime a contact raises a ticket with the title [Portal Credentials], they will automatically receive the credentials via email.

All done! Now anytime a user raises a ticket with the title [Portal Credentials], they will automatically receive the credentials via email.

Portal credentials provisioning using Quick Reply Template

In case an automatic setup for password provisioning is not suitable for your company, you can use Quick Reply Templates for a manual process.

The first thing needed is a Quick Reply Template that contains the portal credentials snippets. Check out this article to learn more about Quick Reply Templates. Make sure to add the following snippets to your Quick Reply Template.

Portal Username
Portal Password
Portal Address

Here is an example of a Quick Reply Template that can be used for Portal credentials provisioning.

Hello,

Please find below your Portal credentials:

URL : {[Portal Address]}
Username : {[Portal Username]}
Password : {[Portal Password]}

After the Quick Reply Template creation, anytime a customer requests their credentials via a ticket, you can simply use this template.

After the Quick Reply Template creation, anytime a user requests their credentials via a ticket, you can simply use this template.

1. Access the ticket that contains the request.

2. On the ticket page, scroll down to the Reply section, and select the quick reply template created for providing the portal credentials.

3. Now the reply will contain the password credentials, simply click on Send Reply and the customer will receive their credentials.

3. Now the reply will contain the password credentials, simply click on Send Reply and the user will receive their credentials.

Password reset method

Both technicians and customers have the option to initiate a reset of the portal password. If a technician performs this reset for a customer, they are able to share the new password with the customer through methods such as email or other communication channels. Check out this article to learn how to reset the portal password.

Both technicians and users have the option to initiate a reset of the portal password. If a technician performs this reset for a user, they are able to share the new password with the user through methods such as email or other communication channels. Check out this article to learn how to reset the portal password.

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