If you have signed up for a Freshdesk or Omnichannel account after March 30, 2022, refer to this section to read more about logging in and accessing your Freshdesk customer Portal. 


You can customize your portal to reflect your theme and give your users a memorable customer experience with Freshdesk. You can put up your logo and favicon and paint your self-service portal in your brand colors. If you're on the Pro plan or higher, you can also perform CSS customizations and the Enterprise plan lets you customize every inch of your support portal.

 

A quick guide to perform basic helpdesk set up in your support portal:

  • Log in to your support portal as an administrator.
  • Go to the Admin > Account > Helpdesk Settings. 


Settings Section




  • Type in the Name for your help desk under Helpdesk Name. This name is what your agents and customers will be seeing on the top fold of the portal.
  • Setup a Primary Language for your support portal. Your customers will see your support portal in this language.
  • If your plan supports multiple languages, you can set up secondary languages under Supported Languages. Learn more about helpdesk languages here.
  • Select a date format that suits your needs under Date Format.
  • Choose the timezone of your location under Time Zone.
  • The Next Ticket ID # is the number given to the next ticket that comes into your helpdesk. You can set it as #101 if you already received 100 issues in your support email or your old helpdesk.
  • Hit Save once you are done setting up your helpdesk. If you would like to access your portal settings page (Agent portal or Customer portal), click on the corresponding Edit option.


A quick guide to perform basic rebranding for your Agent portal:


You can change the helpdesk colors on your Agent portal to reflect your brand. Use the color palette to pick the colors you want or type in the hex codes for the Theme color (background for the logo of the helpdesk) and Menu color (left panel that has a dashboard, ticket, and other icons). When you select a color for the Theme, a complementary color will be suggested for the Menu. This suggestion can be ignored and modified as per your choice. 


As you choose the colors, they will appear on the left panel as a preview. Hitting ‘Save’ will apply the changes to your helpdesk. An option to ‘Reset’ will be available for you to start over if required.



Quick guide to perform basic rebranding in your support portal:

  • Log in to your support portal as an administrator.
  • Go to the Admin tab > Channels > Portals. 
  • Click on the portal you would like to rebrand (see image below).



  • Scroll down to the Portal Rebranding section to rebrand your portal.



  • The logo of your support portal appears on the top fold near your portal's name. 
    • You can upload your company logo by clicking on Change logo. 
    • Your logo should be of size 50x50 pixels. 
  • Favicon is the image that appears on the browser tab near the title of the page.
    • You can fashion a favicon image of size 16x16 pixels and upload it to your support portal.
  • If you would like to take your customers to your website (or anywhere you wish) when they click your logo set up your Linkback URL.
  • Fill in your helpdesk phone number under Helpdesk Phone.
  • You can also change the fonts and colors for links, form elements etc by clicking on the Customize portal button. But before you go ahead and play with the colors, make sure that you save all the changes you already made in this page.
  • After the color & font customizations are done, you can preview the customizations and hit Save to see the changes reflected in your portal immediately. If you are not done yet, you can just save your work and continue later. You can always click on reset to go back to the default colors if things become messy.

You can customize your portal to reflect your theme and give your users a memorable customer experience with Freshdesk. You can put up your logo and favicon and paint your self service portal in your brand colors. The Sprout and Blossom plans give you basic customization options such as customer portal customization and access to our extensive freshplugs gallery. If you're on the Garden plan or higher, you can also perform CSS customizations and the Estate plan lets you customize every inch of your support portal. 

 

A quick guide to perform basic helpdesk set up in your support portal:

  • Log in to your support portal as an administrator.
  • Go to the Admin > Account > Helpdesk Settings. 


Settings Section



  • Type in the Name for your help desk under Helpdesk Name. This name is what your agents and customers will be seeing on the top fold of the portal.
  • Setup a Primary Language for your support portal. Your customers will see your support portal in this language.
  • If your plan supports multiple languages, you can set up secondary languages under Supported Languages. Learn more about helpdesk languages here.
  • Select a date format that suits your needs under Date Format.
  • Choose the timezone of your location under Time Zone.
  • The Next Ticket ID # is the number given to the next ticket that comes into your helpdesk. You can set it as #101 if you already received 100 issues in your support email or your old helpdesk.
  • You can change your helpdesk colors to reflect your brand colors. 
    • Type in the hex codes of the Header (top fold with the name of the helpdesk), Tab (top fold navigation that has dashboard, ticket and more options) and back ground (the back ground color of the body of your support portal)
    • You could also use the color palette to pick the colors you want.
    • You can always start over by clicking on Reset to default colors.
    • If just plain colors are not enough customization, you might want to check out some advanced customization options with FreshThemes here.
  • Hit Save once you are done setting up your helpdesk. If you would like to access your portal settings page, click on Edit Portal instead.


Quick guide to perform basic rebranding in your support portal:

  • Log in to your support portal as an administrator.
  • Go to the Admin tab > Channels > Portals. 
  • Click on the portal you would like to rebrand (see image below).



  • Scroll down to the Portal Rebranding section to rebrand your portal.



  • The logo of your support portal appears on the top fold near your portal's name. 
    • You can upload your company logo by clicking on Change logo. 
    • Your logo should be of size 50x50 pixels. 
  • Favicon is the image that appears on the browser tab near the title of the page.
    • You can fashion a favicon image of size 16x16 pixels and upload it to your support portal.
  • If you would like to take your customers to your website (or anywhere you wish) when they click your logo set up your Linkback URL.
  • Fill in your helpdesk phone number under Helpdesk Phone.
  • You can also change the fonts and colors for links, form elements, etc by clicking on the Customize portal button. But before you go ahead and play with the colors, make sure that you save all the changes you already made on this page.
  • After the color & font customizations are done, you can preview the customizations and hit Save to see the changes reflected in your portal immediately. If you are not done yet, you can just save your work and continue later. You can always click on reset to go back to the default colors if things become messy.


For new customers who signed up for Freshdesk or Omnichannel after March 30, 2022:


A quick guide to customize the look and feel of your support portal:

You can customize your portal to reflect your theme and give your users a memorable customer experience with Freshdesk. You can put up your logo and favicon and paint your self-service portal in your brand colors. If you're on the Pro plan or higher, you can also perform CSS customizations and the Enterprise plan lets you customize every inch of your support portal.


Configuring the branding of your portal: 





Under the Branding tab, you can customize the following for your portal:

  1. Logo: To stay on brand and make your portal recognizable for customers, you can upload your company’s logo. The logo of your support portal appears on the top fold near your portal's name and will be the first thing that is visible to your customers. We recommend a resolution of at least 60X60 and a 1:1 aspect ratio for your logo so that it is displayed correctly. 
  2. Favicon: Favicon is the image that will be displayed on your user’s browser tab. By uploading your desired favicon, you can make it easy for customers to recognize your webpage. We recommend a resolution of at least 60X60 and a 1:1 aspect ratio for your favicon so that it is displayed correctly. 
  3. Home page URL: This is the email address on which customers can reach out to you for any help. The email address provided will be displayed at the bottom of your portal. 
  4. Helpdesk Phone: You can enter the phone number of your company’s support helpline here to make it easy for customers to contact you. This number will be displayed at the bottom of your portal.

You can customize the look and feel of your portals to fit your brand guidelines for different products. 

Hover over the portal you would like to customize and click on the customize button:




Freshdesk provides an out-of-the-box WCAG compliant theme that you can use to improve the accessibility and usability of your portal. You can import up to 10 custom themes and choose from them for each of your portals. 


On the right side, you can preview how your selected theme looks on the Portal in real-time. The preview changes dynamically based on your settings.





 

The following actions can be performed on themes:

  • View on portal: On clicking ‘View on portal’, you can preview your chosen theme on a new tab.
  • Download: You have the option of downloading a particular theme. The theme file will be sent in a .zip format to your email address. 
  • Rename: Change the name of a particular theme. 
  • Clone: You can clone a theme and customize it further.
  • Delete theme: Selecting this option will permanently remove the chosen theme.


Importing a theme: You have the option of importing a theme onto Freshdesk. To do so, click on the ‘Import Theme’ button. Please note that only .zip files can be uploaded. 


If you wish to make changes to your themes, you can do so by clicking on the ‘edit theme’ button. You can change your portal’s theme color and font here to ensure that it is in line with your brand’s guidelines:





For complete access to your portal’s theme, Freshdesk provides a source code editor that you can use to make granular level changes. 


The source code editor is developer-friendly with:

  • Pre-defined placeholders for an error-free and quicker coding experience. 
  • Choice of editor themes to suit your personal preferences.



 

 

If you are not done yet, you can just save your work and continue later. You can always click on reset to go back to the default colors if things become messy.