Set up and manage portal access

Based on your site-level access settings, project admins can set permissions to define who can access and send requests to a service project through the portal.

There are 3 types of access settings you can configure for your portal. You can:

• allow access to anyone on the web

• allow access to specific customer groups

• restrict access to only customers who have been directly invited to your project by agents or admins.

Set up an open portal

You can set up an open portal and allow anyone to access it without needing an existing account on your site.

To do this, the site admin needs to set up anonymous access to help centers on the site.

With these access settings in place, the project admin can allow anyone on the web to send requests to the service project:

1. From your service project, select Project settings, then Access, then Customer permissions.

2. Under Channel access, choose Open.

Even though the portal is open to all, if a customer wants to raise a request, they must enter their email address. An account will be created for them, and they will need to set a password and log in to the portal to view their request.

Allow portal access to specific customer groups

You can also allow different customer groups to access your portals based on your site-level customer access settings.

Allow portal access to internal customers from approved domains

To do this, the site admin needs to set up help center access for internal customers.

With these access settings in place, the project admin can allow anyone on the web to send requests to the service project:

1. From your service project, select Project settings, then Access, then Customer permissions.

2. Under Channel access, select Open.

Allow portal access to external customers

To do this, the site admin needs to set up help center access for external customers.

With these access settings in place, the project admin can allow anyone on the web to send requests to the service project:

1. From your service project, select Project settings, then Access, then Customer permissions.

2. Under Channel access, select Open.

Allow portal access to external customers from specific domains

To do this, the site admin needs to set up help center access for external customers from specific email domains.

With these access settings in place, the project admin can allow anyone on the web to send requests to the service project:

1. From your service project, select Project settings, then Access, then Customer permissions.

2. Under Channel access, select Open.

Restrict a portal to only customers who are invited by agents or admins

First, a site admin must make sure that customers can’t create their own accounts on your site. This would mean that only customers with an existing account or customers that your team adds will have access to your service project’s portal.

With these settings in place, the project admin can restrict portal access to specific existing customers who are explicitly added to the service project:

1. From your service project, select Project settings, then Access, then Customer permissions.

2. Under Channel access, choose Restricted.