Styling & Customization

Customize the look, settings, and content of your customer portal

Portal settings live under Settings > Customers > Customer portal, split into these pages:

• General: access, invitations, authentication, and custom domains

• Styling: logos

• Links: header logo link, header links, and footer links

• Ticket forms: which forms customers can submit

• Tabs: per-tab settings for Issues, Projects & tasks, and Feature requests

Styling

• Header Logo and Footer Logo, each with a light mode and dark mode version. Empty logos fall back to the logos in Settings > Workspace > Brand center.

• Brand colors come from your Brand center.

Customers can switch the portal between light and dark mode.

Links

• Header Logo Link: the URL your header logo opens. Leave it empty to keep the logo unclickable.

• Header Links: links shown in the portal header.

• Footer Links: links grouped into footer sections.

General settings

Setting	What it does
Portal access	Turns the portal on or off. When off, all customer portal links are hidden and disabled.
Default portal role	The role new contacts get. See Access Control.
Support reply identity	Show your team's replies under the Original sender or a workspace alias. Manage aliases in Settings > Workspace > Workspace.
Auto-create contacts on login	Creates a contact the first time someone logs in. With email login, the person's domain must match an existing account.
Allow portal users to edit CCs	Lets customers add or remove CC recipients when replying to email tickets. Off by default.
Automatic invitation email	Emails new contacts an invitation to the portal. No email is sent when the default role is No Access. When off, share the portal link yourself.
Invitation email sender	Which email app sends invitations. Only email apps with a custom outgoing domain are listed. Defaults to a Pylon address.
Enable chat widget	Shows your chat widget in the portal. If you have more than one widget, pick it with Chat Widget App.
Portal Authentication	Email passcode or your own login. Set it in Settings > Workspace > Workspace; see Custom Authentication.

You can also use the API to create customer users and grant access to the portal as part of your user provisioning process.

Custom Domains

Host your customer portal on a custom branded domain, allowing a fully white-labeled experience for your customers.

You can add up to five custom domains. Add the DNS records Pylon shows for each domain to verify it.

One domain is the Primary domain, used in emails and other links Pylon generates. Use Make Primary Domain to change it. If the primary domain isn't verified yet, links keep using your Pylon-hosted portal URL and switch over automatically once verification completes.

Tabs

Each tab page has a Tab visibility switch. Issues and Projects & tasks are on by default; Feature requests is off by default and appears only when Feature Requests is enabled for your workspace. Projects & tasks and Feature requests are hidden in the portal when nothing in them is visible to the customer.

Fields

Choose which fields on your tickets, tasks, and feature requests are visible to customers. For issue and task fields, choose Customer Can View or Customer Can Edit. For example, surface a Priority or Question Type field that users can view and modify.

On the Feature requests tab you can also turn on Show descriptions in the feature request sidebar.

Customer-facing Status Labels

For configured custom Issue and Task statuses in Pylon, you can also define corresponding customer-facing status labels.

Status label mappings are available for Issues, Tasks, and Feature Requests, each configured from its own tab page (Issues, Projects & tasks, Feature requests).

Ticket Forms

You can have different sets of ticket forms available to different sets of portal users. For example, accounts on different tiers can see different forms.

Issue Visibility

By default, new tickets submitted by users will be visible in the portal. You have control on the ticket level to show or not show particular tickets, as well as the title the ticket shows up with.

Click into any issue in Pylon and find the Customer Portal Settings module in the sidebar to change the visibility or title of an individual issue. To change several at once, select them and use Portal visibility. You can also set up a Trigger to automatically set the portal visibility of certain types of issues.

Customers can view and manage tickets from across Slack, Email, Chat Widget, and more directly in the portal!