Setting up Private Access

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Overview

When you enable Private Access, you allow your customers a more personalized experience with your Support Center. By logging in to your Support Center, your customers will be able to track the status of their support cases and depending on settings, they can view cases submitted by other people within their company. You can setup Guest access to allows guests to access parts of the Support Centre without having to login.

Enabling Private Access

To enable Private Access on your site, go to Admin > Channels > Support Center > Private Access. You can enable Private access by Brands. However all the enabled brands will have the same settings described below.

Once you enable Private Access, a Login button will be seen on the top right of the page header. Customers can access the support center by going to the Support Center URL <yoursite>.desk.com. You can also use your own domain name for your Support Center

Authentication Method

You can choose one of the following Authentication Methods:
  • Login using authentication option provided by Desk.com. This includes creating a login and password using the customer's email address, or logging in using their twitter or facebook accounts. When the Customer goes to your Support Center they will be shown the following Login screen depending on the Guest Access setup described in the next section. To manually go to the login page, customers can click on the Login button on the top right of the page header.

    To create a new account using their email address Customers can click on the Create an Account link on the login page. Login with Facebook or Login with Twitter can be used if the customer wants to login using their social accounts.

    Note: If you do not see the Desk.com Authentication option, then you are probably using an older Support Center Theme. In order to use the Desk.com Authentication method, you need to make sure that your Default Support Center Theme is a version 4 Theme or greater. To check this, go to Admin > Channels > Support Center > Web Themes and see which template version that you are using.
     
  • The second option is to integrate with your own website authentication using Multipass. If you have another website with an authentication mechanism, customers can effectively use the same username and password to access Desk.com Support Center via Multipass. You can learn more about setting up MultiPass authentication here.

    Note: If you are using Multipass authentication with a CNAME (i.e., you are using your own domain for the support center, such as http://support.yoursite.com), then you will need an SSL certificate for your support center. Please refer to this documentation for more information on SSL.

Guest Access

You can setup your guest access to allow parts of your support center to be accessible without logging in. This is controlled by the Require Authentication setting values:
  • For nothing - Customers will not be required to log in to access any part of your site. This means they will also be able to e-mail you without logging in. In this case, however, they will not be able to view the "My Cases" option to track the status of their cases.
  • For interactions only - Customers will only be prompted to log in when they want to send an e-mail, start a chat, or post a public question.
  • For everything but home page - Customers can see your homepage with topics and article links. Viewing an article on starting an interaction requires a customer to login
  • For everything - this requires a customer to login to do anything on your site, including viewing your homepage, searching, viewing a topic/article or contacting you. When your customers go to your support center, they will be asked to login.

Manage Portal Users

You can search for users who register with the private portal under Admin > Channels > Portal Users. To search for users enter their email.

To remove access of a Customer, you can go the customer record on Classic Agent View and uncheck "Can Access Private Portal".

Private Access and CNAMES

Using Private Access with CNAMEs requires an SSL certificate. Also note that using a combination of Custom Domain Names (CNAME Records) and Private Access with multi-brand requires the purchase and installation of an SSL certificate for each brand.