Brands & Portal Guide

A Brand is the identity your customers see. A Portal is the public website that Brand generates, where customers read knowledge articles, use the community, and submit tickets.

Every Service account starts with a Default Brand and a Default Portal. Enterprise accounts can run several Brands, each with its own Portal.

On this page:

• Brands
• What the Portal offers customers
• Creating a Portal
• Viewing the Portal as a contact
• Portal Settings
• Colors and fonts
• Custom stylesheet, header and footer
• Portal pages

Brands

The Default Brand can be renamed but not deleted, and it is tied to the default Portal.

Several Brands let agents in one account tailor how they respond according to which Brand a customer came through.

Creating a Brand

1. Go to System Settings > Brands and click Add Brand.
2. Enter the brand details and its email address details, which is what routes incoming requests to the right inbox.
3. Check Service Portal Enabled. This can be disabled later by editing the Brand.
4. Click Save Brand.

⚠️ The Portal has to be enabled before customers can open requests against that Brand.

⚠️ A Brand’s subdomain cannot be changed once generated. It is created with the Portal and is permanent.

Brand email addresses

Set up separate support addresses per Brand at System Settings > Email Settings, up to 10 addresses per Brand. Insightly can then route incoming requests to a specified Queue automatically.

⚠️ A Brand with an email address associated cannot be deleted. Remove the address first.

Deleting a Brand

⚠️ Deleting a Brand cannot be undone, and it takes the Portal with it. End users and agents lose the ability to submit tickets or visit that Brand’s Portal.

A Service Portal Enabled Brand has to be disabled before it can be deleted.

Go to System Settings > Brands, find the Brand, open the three-dot menu, select Delete Brand, and confirm on the warning.

What the Portal offers customers

Knowledge Articles are the self-service layer, written by agents and internal writers to cover frequent questions and product detail. A customer who cannot resolve their problem submits a ticket from the same place.

Tickets capture the request and every subsequent exchange. Customers can add CC addresses on the portal’s new ticket form; the CC field is optional.

Community forums let customers ask questions, collaborate, suggest features, and report problems. Members post and reply alongside agents.

The default Community

Each Portal gets four forums automatically, and the type determines the behavior:

The Community can be disabled entirely in Portal Settings.

Creating a Portal

A Brand has to exist first. Checking Enable Service Portal when creating the Brand creates the Portal.

Portal URLs are at System Settings > Portal Management.

⚠️ The link only works while the Portal is enabled.

Viewing the Portal as a contact

Administrators can see the Portal exactly as a given customer sees it. Open the contact record and select View Portal as Contact from the Actions menu.

Accessing “View Portal as Contact” in Insightly

The option only appears if a customer portal is enabled. You are told you are assuming that contact’s identity, and where several Brands are enabled you choose which Portal to view. The Portal opens already logged in as that contact.

ℹ️ The assumed session expires after five minutes of inactivity. Closing the window ends it, and none of the contact’s identity is retained next visit.

Portal Settings

Configured at System Settings > Portal Management, clicking the Portal’s name. Five sections: Portal Settings, Colors & Fonts, Custom Stylesheet, Header and Footer, and Portal Pages.

Name and custom URL

Enter the Portal Name, and optionally a Custom Portal URL.

⚠️ A custom URL needs your domain administrator. Two DNS records are required: a CNAME pointing your custom URL at serviceportal.insightlyservice.com, and a TXT record pointing inskey.<Custom Portal Address>.insightlyservice.com at the portal link Insightly provides. That link sits below the Custom Portal URL field in Portal Settings.

Portal Settings with Custom URL Configuration

Portal Categories

Knowledge categories come from the categories and folders under the Knowledge object; forum categories come from the Community object. Select which of each should be visible on this Portal.

Select All or Add All adds everything available. The X beside a name removes one, Clear removes all.

Portal Categories Configuration with Knowledge and Forum Fields

Navigation and branding

Portal Navigation and Branding Settings Panel

Signup and login

⚠️ Anyone logging in must have a contact record in Insightly Service. Visitors log in with email and password, or with a Google, Microsoft or Facebook account whose email matches their contact record. Allowing signup is what creates that contact record for people who do not have one.

• Allow users to Sign Up from the customer portal. Yes lets any visitor sign up and reach the content. No restricts the Portal to people who already have a contact record.
• Allow users to Sign in using. Google, Microsoft, Facebook, in any combination.
• Who can Signup and Login to this portal. Everyone, or Only users from allowed domains. Type a domain into the textbox and press enter to add it.

A visitor from a domain outside the list receives: Error: This portal is restricted to users from allowed domains only.

User Signup and Login Settings Panel

User permissions

These decide what a visitor can reach, and each has an anonymous option worth thinking about before enabling.

⚠️ Anyone with public ticket URL means no login at all. Selecting it makes a ticket readable by anyone holding its URL, which is worth weighing against what customers put in tickets.

Portal Ticket Submission Access and Spam Settings

Ticket Portal Visibility and Access Settings

Community Post Visibility and CAPTCHA Settings

Community moderation

Community Moderation Settings Radio Button Options

Click Save Portal Settings when finished.

Colors and fonts

Select fonts for the Portal and set colors through the RGB pickers behind each square icon.

Adjustable: Background Color, Body Background, Header Background, Footer Background; Tab Colors for Active and Inactive; Fonts covering Base Font, Base Color, Heading Font, Heading Color; Link color and Link Text; and Form Elements covering Input Focus Glow, Primary Button and Secondary Button.

Custom stylesheet, header and footer

A Custom Stylesheet adds to or overwrites the default theme styles with your own CSS.

The Header, Footer and Document Head Element each take custom code.

Portal pages

Every Portal page has a template editable by administrators with coding experience, which is how a knowledge base is made to match a company’s own branding.

⚠️ The signup and login templates cannot be altered. Every other template can.

Edit, then click Save Template & Publish. Reset to Default restores a template at any point.