How to Deactivate or Shutdown the Customer Portal

Admins can deactivate or shut down the customer portal to limit customer access or streamline internal workflows. However, they can hide this portal and enable email-only support or restrict ticket creation via the customer portal. Please refer to this article for more details.

Also, if you only want to access the knowledge base and disable ticket creation via the customer portal, use the custom CSS and JS. Please refer to this article for more details.

Deactivating the Customer Portal

1. Navigate to the Admin center >> Brands.
2. On the list, select the brand to deactivate its customer portal and click more options icon next to it.
3. Choose the Deactivate Customer Portal option.
4. On the confirmation dialogue box, click Yes, Deactivate to shut it down.
5. The brand’s status will read “Customer Portal Deactivated”.

Consequences of Deactivating the Customer Portal

• The brand’s customer portal will be inactive.
• Deactivation of the Customer Portal may take 15 minutes.
• Only private tickets can be created for the brand through the agent portal.
• Emails sent to the brand’s support address will only generate private tickets.
• Agents will still be able to access existing public or private tickets via the agent portal.
• Customers cannot be able to access any existing or new tickets.
• Customers cannot be notified of ticket updates via email.

The portal will display a message as shown in the image below.

How to Activate the Customer Portal

1. Open Brands in the admin module.
2. Click on more options icon next to the brand you want to activate it’s customer portal.
3. Choose the Activate Customer Portal option.
4. On the confirmation dialogue box, click Yes, Activate to complete the process.

How to Manage Multiple Brands