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Configure Customer Portal Access Permissions

Customer Access settings allow you to manage how your customers can interact with your Service Desk account via the Customer Portal, including self-registration via several different methods and a contact blacklist.These settings are available at Configure > Customer Access. To enable customer self-registration for the Customer Portal and see additional options, select the "Allow customer self registration" check box. See Configure Customer Portal Settings for more information about setting up the Customer Portal.

Topics in this article:

About allowing customer self-registration for the Customer Portal

About open self-registration types

About per-company self-registration types

Enable self-registration for certain companies only

Enable self-registration for the entire account

Disable all customer self registration

Add email addresses to the blacklist

About allowing customer self-registration for the Customer Portal

Self Registration settings determine whether or not customers can register themselves for an account on your Customer Portal, as well as which method(s) they can use to do so. By allowing customers to register for a Customer Portal account on their own, you can reduce the amount of time spent tracking and adding new customers.

There are 3 options for how self-registration can be enabled, as follows:

  • Only certain companies can register – This option opens up self-registration for the Customer Portal on a per-company basis, meaning that it limits registration to specific groups of people (configured using companies) whose email addresses fall within the "accepted domains" specified under Self-Registration settings.
  • Anyone can register – This option opens up self-registration for the Customer Portal to everyone, meaning that anyone can sign up for an account on the Customer Portal and become a customer (regardless of the domain name in their email address).
  • No one can register – Deselecting the "Allow customer self registration" check box removes all self-registration options for the Customer Portal, meaning that customers can only be added manually by agents.

About open self-registration types

The following methods of self-registration can be enabled when customer self-registration is open to anyone:

Note: You can also limit self-registration to members of specific companies using per-company self-registration types.

  • Allow Portal Self Registration
    This allows customers to sign up for new accounts via the Login page of the Customer Portal. If enabled, they will automatically be granted portal access to the services listed. Customers can sign up by going to the Customer Portal URL and clicking Create an account, or if the "Sign in with Google" option is enabled, they can click Sign in with Google to log in with their Google account.
  • Allow Email Self Registration
    This automatically registers anyone as a customer on the account once they email the Service Desk support email address for the first time. They will automatically be added to the services specified on the Customer Access page.
    • Grant portal access (sends "invite to portal" email)
      When "Allow email self-registration" is enabled, enabling the "Grant portal access" option as well will not only add the email sender as a customer on the account, but will also send them an Invitation email to join the Customer Portal.
  • Allow AD Registration & Authentication
    This allows Configure Self Registration via Active Directory Authentication, which means that individuals logging in from an internal LAN will be able to use their Windows credentials to register an account on the Customer Portal.
  • Additionally, admins can save their Active Directory login URL for so it can be easily viewed (e.g., http://myhost.local:8080).

About per-company self-registration types

The following methods of self-registration can be enabled when customer self-registration is limited to certain companies on the account: 

  • Allow Portal Self Registration
    As described above.
  • Allow Email Self Registration
    As described above.
    • Grant portal access (sends "invite to portal" email)
      As described above.
  • Accepted Domains for Employee Registration
    When customer self-registration is enabled on a per-company basis, individuals who are trying to register will need to have email addresses that include one of the accepted domain names specified here (e.g., "citrix.com"). If a customer registrant has an email address that does include an accepted domain name for one of the companies, then they will be added to the Company Employee list for that company.
  • Automatically Grant Access to Services
    When customers from a particular company self-register for the Customer Portal (based on their email address), they are automatically granted access to the services listed. This ensures that they will be able to add incidents to the right services (since all incidents must be logged under a service) and access the right messages and knowledge articles.

Enable self-registration for certain companies only

Note: This feature is available to account administrators only.

1. Go to Configure > Customer Access.

2. Select Allow customer self registrationOnly certain companies can register.

3. Use the Permitted Companies search box to select the companies that should have access to the Customer Portal.

4. After a company is added, click on it to select the self-registration methods that should be enabled for the company. See About per-company self-registration types for more information.

5. Click Save when finished.

6. Add as many companies as desired, then click Save when finished.

Enable self-registration for the entire account

Note: This feature is available to account administrators only.

1. Go to Configure > Customer Access.

2. Select Allow customer self registrationAnyone can register.

3. Select 1 or more services as default services, which self-registered customers will automatically be granted access to.

4. Select the self-registration methods that should be enabled for anyone to use. See About open self-registration types for more information.

Note: Additional configuration is needed to completely enable Active Directory Registration. Click Save to see the account's Secret Token.

5. Click Save when finished.

Disable all customer self registration

Note: This feature is available to account administrators only.

1. Go to Configure > Customer Access.

2. Ensure that the "Allow customer self registration" check box is not selected.

3. Click Save. This will block all customer self registration from the Customer Portal.

Add email addresses to the blacklist

Note: This feature is available to account administrators only.

Account administrators can add email addresses and domains to an email blacklist, which will prevent them from self-registering and can prevent spammers from creating new accounts.

Note: To delete customers and automatically add them to the blacklist, go to Configure > Customers[select customer] > Delete & Blacklist Customer.

1. Go to Configure > Customer Access > Blacklist.

2. Click create some entries now.

3. Add full email addresses or domains to block from becoming customers.

4. Click Add Another to add additional items, and use the Delete icon to remove them.

5. Click Save when finished.

 

Related

Configure Customer Portal Settings

Configure Self Registration via Active Directory Authentication

Register Customers for the Customer Portal

Use the Customer Portal