This article explains the different settings that affect the self-service experience for your customers. Every setting is customizable per multi-brand.

 

Navigation:

 

Head over to Support Center from your module switcher to access support center settings.

 

 

Contact Portal >> Preferences:

 

Settings affecting your contact portals are present here.

 

• Status Display Type: Lets you toggle between status name/status behavior as the default display format for contacts in the contact portal.
• Allow contacts to close tickets: If enabled, this setting allows customers inside contact portal to close pending tickets by themselves.
  • If enabled, you can specify a default closure status -> the status the ticket moves into, once it has been marked as "closed" by the contact.
  • It is important to note that, this closure activity from the contact portal will override all custom field validations.
• Ticket visibility options:
  • Show ticket due date to contact: If enabled, the ticket "Due-date" is displayed by the contact in the contact portal.
  • Show time spent on the ticket to contact: If enabled, the ticket time spent value is displayed by the contact in the contact portal.
  • Show ticket assignee to contact: If enabled, the ticket assignee is displayed by the contact in the contact portal.

 

Login & Privacy >> Signup and Login:

These settings let you customize the signup and login flow of your support center.

 

• Support Center Landing Page: This setting lets you set the default landing page for your support center. This setting applies only to logged-in contacts and can be overridden manually by the contacts inside their contact portal.

Note: KB or Home landing pages to work, please ensure there is at least one external article available for the brand/section/category.

• Contact Login Method: This setting lets you customize the login method your contacts would require to access their contact portal.
• Allow contacts to view KB without logging in: If this setting is enabled, your contacts can view Knowledge base articles without logging in. If this setting is turned off, "Login" page will act as your Home page.

• Allow contacts to view forum without logging in: If this setting is enabled, your contacts can view forum posts without logging in.

• Allow contacts to Sign in using. Google: This setting lets you toggle the visibility of "Google Login" Single Sign-on inside your support center.

 

Login & Privacy >> GDPR:

 

These settings let you enable and modify GDPR consents for the signup/new ticket forms for audiences affected by the GDPR. Clicking "Translate" allow you to translate consent texts in different languages enabled in your support center.

 

SEO Optimization:

 

These settings let you enhance the findability of your KB content in search engines like Google - giving others the opportunity to discover your knowledge base.

• Allow Search Engines to index your support center: If disabled, this setting will inform search engines not to index your support center.

• Generate a public sitemap: If enabled, this setting will generate a public sitemap for your support center.

  • The sitemap can be accessed at companyname.happyfox.com/sitemap.xml

• Pages: 

  • These settings let you configure Page Titles, Meta Descriptions, Meta Keywords etc for your prominent support center pages like Home, Login and New Ticket.

  • You can also specify a social media sharing image and display format. These settings are particularly useful if you share your KB articles on social media.