Customer Portal — Enable/Disable Help Center & Tickets
Last updated: September 9, 2026
The Customer Portal has two sections: the Help Center (Self-Service KB) and the Tickets. You can decide per tenant which of these your customers see.
Configuration
Settings → Portal → "Visible Sections"
Two switches:
- Help Center — Knowledge base articles and categories
- Tickets — Create and track support tickets
Both are enabled by default. At least one must remain enabled — if you want to completely disable the portal, turn off the master toggle ("Portal enabled").
Three typical setups
| Setup | Help Center | Tickets | Who uses this |
|---|---|---|---|
| Both | ✓ | ✓ | Standard — Self-service plus personal support |
| Help Center only | ✓ | — | SaaS without ticket support, referring customers to KB + Chat |
| Tickets only | — | ✓ | Classic helpdesk without public KB |
What happens when switching
- Tickets off: all ticket-related URLs (
/portal/[slug],/tickets/...) redirect to the Help Center; API responds with403 ERR_PORTAL_TICKETS_DISABLED - Help Center off:
/portal/[slug]/kband article URLs redirect to the landing page; API responds with403 ERR_PORTAL_KB_DISABLED - Cross-links in the header are conditionally hidden
What remains unchanged
- The widget has its own KB mode, which runs independently of the portal toggle
- Existing tickets/attachments remain in the DB — nothing is deleted when switching
- The AI Copilot still sees all articles (including portal-hidden ones)