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Customising Your Self-Service Portal

To customise your self-service portal, first head to: Configuration > Channels > Self-Service Portal. 


If you're using multi-brand, this set-up screen relates to your default organisation (the first listed when you're configuring organisations).  To learn about setting up the portal appearance for multi-brands, you can follow   this guide  . 




Web Portal URL  - Your portal URL will be displayed at the top of the page.  It will be your web app URL with /portal at the end.  For example,   https://webapp.com/portal  .


Portal Title  -  The portal title field changes what is displayed on the tab of the browser when viewing the portal.


Welcome Message  - This is the message that is shown in the centre of the page when you land on it. 


Portal Colour  - This will be reflected on the top bar of the portal, or in place of an image, if you do not select one (this is explained later in the guide!)


Portal Logo  - This is the logo that will be in the top-left hand side of your portal.





Next, you have some GLOBAL  settings on access control.



If you'd like access to be different across portals, a database change can be made to reflect this.  Please let a member of our team know and we can provide assistance.


Menu Buttons (GLOBAL)



These buttons indicate what is visible on the portal and can be given restricted visibility.  So if you don't want everyone to see the help articles, you can restrict it's access to X customers.


As this is a global setting, for multi-brand especially, the visibility restrictions can be quite important. 



To add new menu buttons to your portal, press the plus icon.  Here, you will be presented with a list of functions you can add.


Activity Feed  - Shows the user all the recent activity in the tickets that are assigned to them.


Custom HTML Page  - This is a page that is completely configurable using HTML (there is a 4000 character limit)


Documents  - Shows the user a list of attachments that they have access to


Knowledge Base Search  - A search feature that allows users to search for articles in the Knowledge Base


My Approvals Page  - Shows all the tickets awaiting approval from the end-user.  Once tickets have been approved, they will stop displaying here.


My Dashboards -  Lists all the dashboards that the user has access to.


My Opportunities  - Shows a lists of the user's opportunities.


My Reports  -  Shows a list of reports that the user is able to access.


My Tickets  -  Shows a list of the user's tickets and any tickets that they need to approve.


New Ticket -  There are multiple 'New Ticket' functions to allow users to log tickets:


  • Log a new Ticket with a preset Ticket Type - allows the user to log a ticket with a pre-set ticket type
  • New Ticket screen with Ticket Type selection - allows the user to select the ticket type. Certain ticket types can be excluded from user selection via settings on their configuration page (in Configuration > Forms > Ticket Types)
  • Log a new Ticket with a preset Template - allows the user to log a ticket with a pre-defined ticket macro
  • Log a new Ticket with Ticket Type tile selection - allows the user to see all the ticket types as tiles, from there they can select the type of ticket they want to log.

New Articles - Shows all the news articles in your Knowledge Base, ordered from newest to oldest


Roadmap - This shows the users your roadmap


Search - Takes you to the search screen where users can search for tickets and knowledge base articles.


Settings - Shows the Contact settings page.  This only shows if the Contact has settings that they can change.


Ticket Type List - Displays a list of tickets of a given ticket type.  This can be displayed in either list view or Kanban view.


Top 5 Articles - Shows the top 5 highest rated/most viewed articles.


Custom Path - This can be used to take users to a specific page in your portal


Custom URL - This can be used to take the end user to a webpage that is external to the portal


When you select a menu button function you can edit the name and descriptions it as well as choose an icon colour.



Home Screen (GLOBAL)*


The home screen image URL can be inserted if you wish to use an image on your portal, rather than plain colour.  This must be uploaded in the form of a publicly accessible URL. 

If you cannot publicly upload a URL, please contact us with the image you'd like to upload and we can do this on your behalf.


*This can be configured per brand by going into their organisation settings. 



The other fields are optional extras which you can add to your portal. 


The Service Status box can be used to indicate known issues. For example: your website is down. You can set a service status to let your customers know that the website is down and you're working on it - hopefully eliminating repeat tickets about the same issue. 


The Activity Feed shows a list of responses the customer has received or sent to your team. 



New Ticket Settings (GLOBAL)


Halo provides the option for your contacts to quickly log a ticket via clicking the 'Contact Us' button.  There are 3 options for the configuration of the new ticket button: with ticket type selection (this allows your contacts to select the ticket type they are raising), with a given ticket type, or with a given marco.





Here you can specify the default contact form, and how you'd like to thank the contact for sending in a message.


Once a ticket has been raised, the contact will be able to view it on the portal.



To modify this view, you can go to the 'Ticket Details Settings' and change this.  This is a global setting.



For example, I can turn off the SLA compliance and working progress. Now the customer has this view when they look at their ticket:


New Action Settings (GLOBAL)



Allowing contact closure means that if they are resolved their enquiry themselves (the delivery arrived, they changed their mind on a refund etc), they can close off the ticket themselves. 


There are some additional advanced miscellaneous settings within the set-up page.  If you need any assistance with these, please let a member of the HaloCRM team know!


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