This article describes how to set up and manage multiple support portals for different clients. Each portal can be uniquely customized with separate branding, URL, and knowledge base access restrictions based on whether they are logged in or not.

While each portal offers a tailored experience for users, agents can view and manage all tickets from a centralized tickets list view. 

Before you begin

You need the following admin permission to create a portal:

  • Super admin access

Add portal

When an account is created, a portal is created by default on the freshservice.com domain. You can either edit the existing portal to customize its layout, configure a CNAME, modify the portal settings or create a new one.


Step 1: Add portal details

  1. Enter the name and description of the portal.

  2. Search and select the client for which you want to create the portal.
    Note: A portal can be mapped to multiple clients. Search any active client to map them to the portal being created.

  3. In the Portal URL field, specify the required portal URL.

  4. In the Portal language field, select the default language in which the portal should be displayed when users visit your portal.


Step 2: Customize the agent and contact portal rebranding


  1. Change the logo and favicon based on your requirement.

  2. Select the required menu color.

  3. In the Linkback URL field, enter a URL to your own website to link back when a contact clicks the header logo.

  4. Enter a phone number for the service desk.


Step 3: Portal Settings


  1. Select Yes or No to allow users to sign up from the support portal.

  2. Select if you want Logged-in-users or Everyone to submit a new ticket on the portal.

  3. Select if you want Logged-in-users or Everyone to provide view access for solutions.

  4. Select Yes or No to allow logged-in users to search for contacts from the client they belong to (while creating tickets).


Step-4 Configure Security Settings


  1. Click the Modify Login policy icon if you want to update the default login policy. The Default login policy page appears.

  2. Enable the following login methods based on your requirement:

  • Freshworks Login - Users can use their email ID and password to create and log into their Freshservice for MSPs account. 

  • Passwordless Login - Users can login to their Freshservice for MSPs accounts with a magic link that is sent to their email ID. 

Note: We recommend evaluating your compliance requirements before opting for         passwordless authentication.

  • Google Login - Users can login into their Freshservice for MSPs account through their Google credentials.

  • SSO Login - Configure SAML/ OAuth/OIDC/JWT SSO with the identity provider of your choice.