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
Portal Navigation and Branding
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 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
- Enter your Portal Name
- Enter an optional Custom Portal URL
- This requires assistance from your domain administrator
- Within your DNS Zone file, create a CNAME record to point your <Custom Portal URL> to serviceportal.insightlyservice.com. The portal link can be located below the Custom Portal URL field in the Portal Settings of Insightly Service.
- Next, create a TXT record that points the inskey.<Custom Portal Address>.insightlyservice.com to the portal link provided by Insightly Service
- This requires assistance from your domain administrator
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.
- Choose Select All to have all available categories added to this customer portal or click into the box and search for categories by name
- 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.
- Choose Select All to have all available categories added to this customer portal or click into the box and search for categories by name
- To remove a category, click the X icon next to the category’s name or select Clear to remove all categories
Portal Navigation and Branding
Make your portal recognizable to your visitors by customizing it to fit your business.
- Add a Header Logo URL so visitors are directed to your website when they click your logo in the upper left corner
- Add a Helpdesk Phone number if you offer phone support to your visitors
- Upload your Logo to have it appear in the upper-left corner of your customer portal
- 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. You can also restrict the domains that visitors can use to sign up and log in.
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
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
Select whether your visitors can log in using Google, Microsoft, or Facebook accounts.
Select the domains that can be used for signing up or logging in: Everyone or Only users from allowed domains.
Use the textbox to enter a domain that should be allowed for signing up and logging in. Press enter on your keyboard to add it to the allowed domains list.
If a visitor attempts to signup using an unsupported domain, they will receive an error message:
Error: This portal is restricted to users from allowed domains only.
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
- Select Logged In Users if you want users to login before they can submit tickets on your portal
- 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
- Enable CAPTCHA if you have a reCAPTCHA account and want to add an extra layer of authentication when someone submits a ticket
- 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
- Select Logged In Users if visitors need to login to view their tickets on the portal
- Select Anyone with public ticket URL if visitors can view tickets with just the URL without being required to log in
- 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
- Select Logged In Users if you want visitors to log in to view your knowledge articles
- Select Everyone if you want any visitor to your portal to have access to your knowledge articles
- Select Track article views if you want Insightly Service to track article analytics
Who can view community posts
- Select Logged In Users if you want visitors to log in to view community posts
- Select Everyone if you want any visitor to your portal to have access to community posts
- Select Disable Community if you do not want to offer a community on your portal
- Enable CAPTCHA if you have a reCAPTCHA account and want to add an extra layer of authentication when someone posts to your community
- 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.
- 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
- Select Moderate all posts and replies if you want to approve all posts and replies before they are published on your customer portal
- 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.
Edit your Header and Footer
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.