Take your monday service account to the next level with the Customer Portal. This game-changing support hub will help you manage all of your forms, articles, and information in one central location! Keep reading to learn all about what to expect and what we have planned next!
What is the Customer Portal?
The Customer Portal is essentially a centralized location for all internal knowledge and help. It acts as a hub containing everything an employee needs to get their questions answered. From links for request forms to self-service articles, the Customer Portal will streamline your customer's needs.
How does it work?
Your Customer Portal is a website with an independent URL, external to monday.com. This means that portal visitors do not have to be monday.com account users. Your portal features a signature color and title in the header. In the lower half of the screen, there is a listing of content groups.
When a user clicks one of the groups, the links and forms related to the selected category will be displayed with a title, description, and a visual. When they click a form, it will open up in a pop-up window and can be filled in right from within the portal. When they click a link, it will open in a new browser tab.
In your Customer Portal's settings, you'll be able to add forms or links. Here, you can rename, customize, and organize your content to make it easy and intuitive for customers to reach the relevant content on the live portal site.
Account admins can reach the Customer Portal's settings by clicking the cogwheel icon at the top of the left pane.
From here, you can choose from 3 main categories of settings for your portal; Customize, Content, and Security. Keep reading to learn all about them!
Security settings
Before we get started setting up your Portal, let's define security settings for your account. In the Security tab, you can manage portal access by choosing how customers log in. The current default setting is "Members of your monday.com account", which grants portal access to active team members on your account.
Want to open the portal to people outside your team? Just switch to the second option—"Approved people outside your account". Once selected, you can either invite users manually from the "Users" tab or set up an authorized domain so people with specific email domains can register themselves. You can use both options at the same time for added flexibility.
To invite users manually, head over to the "Users" tab and click "Invite", then type in the email addresses of the people you’d like to give access to. As soon as they’re invited, they’ll appear in the list on this page. Users from authorized domains will show up here as well, but only after they log in for the first time.
The invitation email will guide them through the quick sign-up process:
If you want to grant the portal access to all users with a certain domain, the authorized domain option is just for you! Just check the box to allow users from approved domains to register on their own, then enter the domain or domains you'd like to allow. Anyone with a matching email address will get a login link via email and can join in seconds.
If your account uses SSO, you can extend it to external user logins as well. Just make sure SSO is enabled at the account level, then select "Enable SSO login for portal" to allow non-monday users to sign in securely via SSO.
Stay tuned—additional access management options are on the way, including SCIM!
Customize settings
The Customize tab in your portal settings allows you to change your portal's name, adjust the heading color, and upload a background picture. From here, you can also preview and copy your portal's URL to a clipboard.
Content settings
To add a form or link, click "Add form or link" and then choose one of the options from the drop-down menu.
To add a WorkForm, select it from the drop-down list, enter a title, choose a group, add a description, apply a label, and upload a background image. Once ready, click "Add WorkForm". Your form will then appear under the chosen group in your portal's Service Settings.
To add a link, click "Link”, paste the URL, enter a title and description, select a group, apply a label, and upload a background image. Then, click "Add link”. The link will then appear in the selected group within your portal’s Content.
Personalize your Portal's content by adding custom labels and background images! Simply click "Add a label" when adding your WorkForm or link, then choose "+ Add custom label". Customize the label’s name, color, and icon to match your needs. Once the label is set, enhance your link or form with a background image:
You can easily arrange content within your groups by dragging and dropping them using the 6-dot menu to the left of each link or form:
Edit your links or forms by clicking the pencil icon to the right of the title and description. This button will open a window that will allow you to edit the form or link itself, its title, label, or description. When you're done, click to "Discard" or "Save changes".
To delete a link or form, click the trash icon to the right of the title and description:
Organize your groups
Groups will help you further categorize your content to help customers find exactly what they're looking for and know where to go to browse content. To add a group, click "+ Add group" and then customize the group's title. You can then reorganize or add new content to fill the group with forms and links.
Similarly to the group's content, you can reorder groups by clicking the 6-dot menu to the left of the group's name and dragging to your desired order. You can collapse and expand groups by clicking the arrow in the group's header.
Delete a group by clicking the trash icon at the right side of the group's header. When you delete a group, it will delete all of the links and forms within the group from your Customer Portal. The WorkForms deleted in a group will still exist in your account in their original location.
My tickets
The "My Tickets" section in the Customer Portal gives each requester a clear, personal view of their open support requests. After submitting a ticket, they can head to this section to track its progress and communicate with the assigned team member.
To set it up, check that your Tickets board is connected to the Customer Portal to display tickets. If the connection isn't made, navigate to the Tickets board you want to show in the Portal and toggle the "Show in Portal" option. Once enabled, requesters can view tickets from this board directly in the Portal.
You can also customize how ticket statuses update based on requester actions in "My tickets"—like closing or reopening a ticket. To do this, click the three-dot menu on your status column, go to "Settings", then select "Map label actions for tickets". From there, choose which status labels should apply when a ticket is reopened or closed by the requester through the Portal:
Here’s what reopening a ticket looks like for a requester in "My tickets":
When a requester replies, closes, or reopens a ticket, the assigned agent will see a timeline indicator in the ticket overview, showing what action was taken via the Portal.
Search the Portal
Looking for a specific document or ticket in the Customer Portal but don't want to sift through everything manually? Use the Portal's global search to instantly find tickets, links, forms, and more—no hassle.
What's next?
We're constantly working to innovate and bring you new features and improvements, and we have a lot in store for you with monday service's Customer Portal!
Our next steps are to add:
Multi-portals
You will be able to create multiple portals within your account to support different use cases across various departments.
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.