Set up a customer portal

A customer portal is a login-protected space where customers can access and manage their support tickets. Typically, customers can access the customer portal via the knowledge base, but you can also share a link to the portal directly with your customers.

Only conversations that are associated with a ticket will appear in the customer portal; this includes messages sent to a chat, Facebook Messenger, form submission, or team email channels connected to the conversation inbox or help desk. 

Please note: you must have Customer Portal settings access to set up the customer portal.

Set up a customer portal

Before you turn on your customer portal, you need to connect a domain, set up your login and authentication method, and customize your consent to process language. You can also manage the customer portal's branding, preview the ticket listing and ticket detail page templates, and add a support form to your customer portal.

1. In your HubSpot account, navigate to Service > Customer Portal.
2. Click Set up your customer portal.
3. Enter a Name for your portal. This is the title that will appear in the browser tab when customers are logged into the customer portal.
4. Click Next: Connect a domain.
5. Click the Portal domain dropdown menu and select a domain. In the Slug field, enter the slug that will appear at the end of your URL. If you don't have a domain connected, learn how to connect a domain to HubSpot .
6. The customer portal will appear in the primary language set for your domain. If you change your domain's language in your Domains & URLs settings, the customer portal language will also update. Click Manage domain language to make changes to your domain. Multiple language customer portals are not supported at this time. Learn more about HubSpot's language offerings.
7. Click Next: Set up your tickets.
8. To choose a default inbox where new tickets are sent, click the dropdown menu and select an inbox or help desk.
9. In the Customer ticket permissions section, select an option:
   • Allow your customers to view only tickets that their contact is associated with: when a contact logs into the customer portal, only the tickets that are associated with their contact record will appear.
   • Allow your customers to view any tickets that their company is associated with: when a contact logs into the customer portal, any tickets that are associated to their primary company record, in addition to the tickets associated to their contact record, will appear.
10. Click Next: Configure access.
11. In the Access Control section, select an option:
    • Access group membership required option, then click the dropdown menu and select the access groups to give access to. A simple registration email will be sent to the list of contacts. Learn how to customize the registration email.
    • Self-registration required: allow anyone to register and create their own login for the customer portal. To select this option, you must have self-registration enabled in your private content settings.
      
      

      Please note: registration related emails will send to a contact's member email property.

12. Click Finish setting up your portal.

Manage customer portal settings 

After you've set up your customer portal, configure its settings. For example, you can edit the portal’s domain, customize how tickets appear, manage consent notice settings, or add a support form. Learn more about managing the customer portal.