How to Customize Agent Portal Settings

The Agent Portal offers several customizable settings that can be adjusted according to your requirements.
Follow the steps below to customize the agent portal settings:

1. Navigate to Admin module.
2. Select the Agent Portal menu from the Settings tab.

Changing the portal name

Changing the Portal Name will update both the tooltip displayed on the logo and the page name in the browser.

Changing the logo and favicon

You can modify the agent portal’s Logo & Favicon to align with your branding. The option to change the Logo and Favicon supports the predefined formats.

Changing the logo linkback URL

To link the logo to your site, fill in your URL site.

Changing the sidebar color

You can change the color of the left navigation sidebar in the agent portal by selecting from existing Sidebar Colors or typing the hex code directly to match your branding.

To learn more about the dark theme, refer to this article.

Changing the theme color

The Theme Color improves various style factors in your agent app, including the hyperlink color, button color, app backdrop, and animated colors.
You can change the theme color of the agent portal by selecting from existing colors or typing the hex code to match your brand.

To learn more about the dark theme, refer to this article.

Agent availability status

Agent Availability Status settings are turned off by default. You can enable these settings if you want agents to have the authority to modify their availability status across the entire organization, from their Profile menu.

Login

Form Login and reCAPTCHA

Enable the Login feature if you want to allow users to log in using a username and password.

Google reCAPTCHA is a security service that Google provides to prevent non-human entities from accessing websites. Users are offered social login options such as Google, Facebook, and Microsoft. This feature allows users to access the site using any of these accounts.

Two-Factor Authentication (2FA) for all agents

Enable 2FA for BoldDesk accounts to enhance security and protect against unauthorized access.

Password policy

It is a set of rules that dictate how passwords are created, managed, and used within an organization or system to enhance the security of user accounts.

The password policy applies exclusively to users who have opted for BoldDesk (Form Login).

The two options available are Default Policy and Custom Policy.

Single Sign-on

Users are provided with social login options such as Google, Facebook, and Microsoft. This feature enables users to log in to the site using any of these accounts, saving time and eliminating the need to remember multiple passwords.

You can log in simply by using your existing account on these platforms.

1. OAuth 2.0
2. Open ID Connect

OAUTH 2.0

The protocol allows users to access their resources or grant third-party sites access without exposing their credentials.

Open ID connect

It is similar to OAuth 2.0, allowing users to access several websites with a common identity.

Tickets

Configure the tickets Default Preferences such as Ticket Update, Sort Order, Ticket Layout View, Ticket View, Default Message Preferences, and Ticket Page Count.

Chat

Configure the chat Default Preferences such as Conversation Assignment Settings (assigning to replying agent) and Chatbot Settings (including chatbot name and avatar).

Activity

Configure the Activity Default Preferences by:

• Setting the default Activity Layout View as either in Grid view or Detail view.
• Setting the default Activity View.
• Specifying the number of activities displayed per page on the Activity Page Count view.

Knowledge base

In the agent portal, you can adjust the knowledge base settings for the Default Editor Preference and Enforce SEO-related attributes.

Work log

Customize ticket work log preferences in the agent portal to adjust how work logs are displayed and managed.

To learn more about the work log preferences, refer to this article.