Customising the Self-serve User Portal

You can customise how the portal looks and behaves using a variety of front-end installation settings.

Go to Settings - General Settings - Installation settings - Front-end panel.

Options include:

Option Description
Ticket creation
Require user login If enabled, portal users will need to log in before they can submit a ticket. If disabled, the ticket submission form will be public.
Ticket priority Allow Self-serve User Portal users to select the ticket priority. If disabled, all user-submitted tickets will default to medium.
Ticket creation CAPTCHA If enabled, users who submit tickets from the Self-serve User Portal will be required to enter a captcha to help prevent spam. This does not apply to staff ticket creation.
Enabled features
User registration When enabled, allows end users to register new accounts from the Self-serve User Portal. If disabled, existing account holders will still be able to log in.
User Knowledge Base Enable the Knowledge Base functionality on the Self-serve User Portal.
Search engine indexing

If disabled, search engines will exclude the Self-serve User Portal from their index.


You can also change how the portal looks by setting up your own branding from Settings - General Settings - Branding - Front-end.

Options include:

  • Colour scheme - choose from a selection of themes.
  • Welcome message - leave this blank to use the default welcome message that will be translated according to the display language.
Note - a custom welcome message will not be translated if users change the language.
  • Logo - Add your company logo (you can also do this from Customers - Overview tab - Branding panel).
  • External homepage - This URL will be used when the logo is clicked on the Self-serve User Portal.
Note - See Customer Branding for information on how to set up Portal branding for a customer - displaying their own logo on the Portal.


You can also use the portal to communicate with your customers by adding announcements. Add and edit announcements from Settings - General Settings - Announcements.

Click New Announcement to open the dialog and enter your announcement details.

The announcement is then displayed on the Self-serve User Portal: