Customize your Customer Portal

About

All Insightly Service accounts come out of the box with a Default Brand and a Default Customer Portal Website. Enterprise accounts can create and manage multiple Brands each with their own separate branded Portals.

Admins can customize and manage their portals in System Settings > Portal Management and clicking the hyperlinked name of a portal you want to edit. 

In this article

About

View Portal as Contact

Update Portal Settings

Portal Settings

Portal Categories

Portal Navigation and Branding

User Signup and Login

User Permission

Community Moderation

Change Colors & Fonts

Update your Custom Stylesheet

Edit your Header and Footer

Customize Portal Pages

Support additional languages in your customer portal

View Portal as Contact

Admins can view a portal as it would be displayed to a contact by navigating to the record of a contact and selecting the View Portal as Contact option in the Actions menu; this option will only be available if a customer portal is enabled within portal settings. 


When a user views the portal as a contact, they will be notified that they are assuming the identity of the contact and the user will be able to select which portal they wish to view as the contact; if there are multiple brands enabled each brand will be available for selection. Once the user selects which portal to view, the portal will display with the assumed identity of the contact already logged in. 
  • When a portal is being viewed as an assumed user, the session will expire and be closed after five minutes of inactivity. 

When a user is done viewing a portal as a contact, they can close the window/tab displaying the portal and Insightly will not retain any of the contacts identity the next time the portal is visited.

Update Portal Settings

Portal Settings

  1. Enter your Portal Name  
  2. Enter an optional Custom Portal URL 
    1. This requires assistance from your domain administrator
      1. Within your DNS Zone file, create a CNAME record to point your <custom-support-domain> to the portal link provided by Insightly Service
      2. Next, create a TXT record that points the inskey.<custom-support-domain> to the portal link provided by Insightly Service

Portal Categories

Knowledge Categories

Your knowledge articles are organized into categories and folders under the Knowledge object on the left-hand navigation. Select the knowledge categories you want visible in your customer portal.

  1. Choose Select All to have all available categories added to this customer portal or click into the box and search for categories by name 
  2. To remove a category, click the X icon next to the category’s name or select Clear to remove all categories

Forum Categories 

Your community forums are managed under the Community object on the left-hand navigation. Select the forum categories you want visible in your customer portal.

  1. Choose Select All to have all available categories added to this customer portal or click into the box and search for categories by name 
  2. To remove a category, click the X icon next to the category’s name or select Clear to remove all categories

Make your portal recognizable to your visitors by customizing it to fit your business. 

  1. Add a Header Logo URL so visitors are directed to your website when they click your logo in the upper left corner
  2. Add a Helpdesk Phone number if you offer phone support to your visitors
  3. Upload your Logo to have it appear in the upper-left corner of your customer portal
  4. Upload a Favicon so your portal displays an icon in web browser tabs

User Signup and Login

If you are requiring users to log in to view portal content, submit tickets, or post to your community, they must have a contact record in Insightly Service. 

Visitors can log in with email and password or using Google, Microsoft, or Facebook accounts with a matching email address to the contact record in Insightly Service.

If a visitor to your portal does not have a contact record in Insightly Service, you can allow them to sign up for your portal. This would create a contact record for them in Insightly Service and allow them to access access knowledge articles, tickets, or the community. 

  1. Select Yes for Allow users to Sign Up from the customer portal to allow any visitor to your portal to signup and access the portal content
  2. Select No for Allow users to Sign Up from the customer portal to restrict the content of your portal to only visitors with a corresponding contact record in Insightly Service
  3. Select whether your visitors can log in using Google, Microsoft, or Facebook accounts

User Permission

User permissions define who can access your portal and community and what they can do and see when they visit it. 

Who can submit new tickets on portal

  1. Select Logged In Users if you want users to login before they can submit tickets on your portal
  2. Select Everyone if you want all visitors to your site to be able to submit tickets, regardless of whether they are in your database or not
  3. Enable CAPTCHA if you have a reCAPTCHA account and want to add an extra layer of authentication when someone submits a ticket
  4. Enable Auto-suggest knowledge articles during ticket creation if you want Insightly Service to suggest knowledge articles a visitor might find useful based on keywords in their ticket

Who can view tickets on portal

  1. Select Logged In Users if visitors need to login to view their tickets on the portal
  2. Select Anyone with public ticket URL if visitors can view tickets with just the URL without being required to log in
  3. Select Allow users to view only portal specific tickets if you have multiple portals and you want the ticketing experience to be specific to the portal

Who can view knowledge articles 

  1. Select Logged In Users if you want visitors to log in to view your knowledge articles 
  2. Select Everyone if you want any visitor to your portal to have access to your knowledge articles
  3. Select Track article views if you want Insightly Service to track article analytics 

Who can view community posts 

  1. Select Logged In Users if you want visitors to log in to view community posts
  2. Select Everyone if you want any visitor to your portal to have access to community posts
  3. Select Disable Community if you do not want to offer a community on your portal
  4. Enable CAPTCHA if you have a reCAPTCHA account and want to add an extra layer of authentication when someone posts to your community
    1. The reCAPTCHA Public and Private Keys are provided by reCAPTCHA

Community Moderation

Forum moderation is the process by which content is reviewed for adherence to the forum policies. Select the option that will define how posts will be monitored by Insightly Service. 

  1. Select Moderate all posts and replies containing links or spam content if you want Insightly to only flag posts and replies that contain suspicious links or potential spam activity
  2. Select Moderate all posts and replies if you want to approve all posts and replies before they are published on your customer portal
  3. Select Do Not Moderate if you are okay with all posts and replies being published to the customer portal regardless of it's content

Change Colors & Fonts

From the Colors & Fonts page, select the fonts to be used across the Portal. Additionally, clicking the square icons will open RGB color pickers that can be used to customize the colors of various assets.

You can adjust the color of the following assets:

Background Color

  • Body Background

  • Header Background

  • Footer Background

Tab Colors

  • Active Color

  • Inactive Color

Fonts

  • Base Font

  • Base Color

  • Heading Font

  • Heading Color

Link color

  • Link Text

Form Elements

  • Input Focus Glow

  • Primary Button

  • Secondary Button

Update your Custom Stylesheet

The Portal can be configured with a Custom Stylesheet to add or overwrite default theme styles with your own custom CSS.

The Header, Footer, and Document Head Element can be customized using your own custom coding.

Customize Portal Pages

Each of the pages in your Portal has a template that can be edited by admins with coding experience. This is helpful for users who want their Knowledge Base to more closely resemble their own branding.

The signup and login templates are the only templates that cannot be altered.

After making edits, click Save Template & Publish. Click Reset to Default to reset the template at any time.

The following pages can be customized:

General Pages

  • Portal Home

  • Search Results

Knowledge Pages

  • Knowledge Home

  • Category List

  • Folder List

  • Article Details

Community Pages

  • Community Home

  • Category List

  • Forum List

  • Post Details

  • New Post

Ticket Pages

  • Ticket List

  • Ticket Details

  • New Ticket

Support additional languages in your customer portal

Insightly administrators with an Enterprise subscription can add multiple languages to their account in System Settings > Languages Administration to help serve customers by providing support in the language they are most comfortable with.

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