Hello,
I’m thinking about removing the customer support portal for my business. We have created a new support website which uses freshdesk APIs to display our solutions and the support widget so we don’t want the old support portal to be accessible to customers anymore (although our agents will still be using their side which is not customer facing).
I couldn’t find how to do this in the admin panel so some direction would be greatly appreciated.
Thank you!
Hi
Greetings from Freshworks Community!
With respect to your use case, by default Freshdesk comes with a Customer portal which is the Primary portal of the helpdesk. This portal cannot be hidden or toggled off from accessing for customers or agents. However please note that you can disable the secondary portals in your account, this can be done by going to Admins → Portals → Edit portal → Toggle Off → Save.
I cant do this, it is greyed out, any idea why?
Hi
Greetings for the day!
Upon checking your account details, we can only see one portal associated with your Freshdesk account. In this case, this portal would be considered as the default primary portal and cannot be hidden or toggled off from accessing for customers or agents.
Feel free to drop a note for any further help.
Cheers,
Hi
Greetings from Freshworks Community!
With respect to your use case, by default Freshdesk comes with a Customer portal which is the Primary portal of the helpdesk. This portal cannot be hidden or toggled off from accessing for customers or agents. However please note that you can disable the secondary portals in your account, this can be done by going to Admins → Portals → Edit portal → Toggle Off → Save.
Thank you for your response. We’re finally getting around to looking at this again and I was just wondering about side effects of this.
If we turn our portal off, would that turn the APIs off and the agent portal for that particular secondary portal? We still want to maintain full functionality so customers can create tickets, agents can respond to tickets etc. Basically we only want to turn off the frontend of the customer-facing part of this one secondary portal.
Thank you!
Hi
Good day to you. Disabling the secondary portal would also disable both the customer and agent portals, meaning the portal URL would be inaccessible to both agents and customers. However, you can use the Manage Section option to turn off the functionality for customers to create tickets and view solutions. This way, the secondary portal would remain operational for agents, but when customers try to access it, they would see a blank page. Please refer https://support.freshdesk.com/en/support/solutions/articles/50000004905-manage-portal-sections
Additionally, you can use portal customization to either redirect customers to your main website if they access the customer portal or display a custom message instructing them to visit your website. This allows you to maintain full agent functionality while limiting customer access to the secondary portal.
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