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Hello!

I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url.

I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email.

 

I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well).

 

Thank you!

I am also looking for answers on this. I know in competitors I can split users and invite into specific portals, however I don’t see an option to do it in freshdesk. 

​@Sandeep Talla  Would this happen to fall under your area of expertise?

I ran into something similar when setting up multiple portals in Freshdesk. What worked for me was sticking to a single portal and using company associations and groups to control visibility. That way, users from company A only see their own forms and tickets, and the same for company B. I had to deal with custom URLs too (a bit like when I was working on the Al Ain Bus Station portal setup), and I found that keeping one portal was easier to manage. It took a bit of testing to get the activation emails pointing correctly, but once the company mapping was in place, it started working smoothly. Might save you time compared to managing multiple portals separately.

Freshdesk only gives you one portal per account. You can customize it heavily (branding, conditional content, company-based restrictions), but if you truly need separate portals and activation flows, you’ll need multiple accounts.

Just to add a quick follow-up, one thing that really helped me when sorting this out was documenting the setup carefully. When I compared it to how I had previously managed the Al Ain Station project, the lesson was the same: keeping everything under one structure is easier to scale and avoids duplicate work. In Freshdesk, once you get the company associations mapped correctly, the portal behaves more like a filtered view than a completely separate site. That way, your support team doesn’t have to juggle multiple backends, and your customers still get the clean, company-specific experience they expect.

 

 

 

 

 

 

 

You can achieve this in Freshdesk by using multiple portals with custom URLs for each company and enabling Portal Restriction settings so users only see their company’s tickets and forms. If using one portal, you’ll need company-based segmentation with custom apps or Freshdesk’s Dynamic Content to control visibility.

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