The Self-Service Portal is where end users go to get help, whether that's IT support, HR requests, or any other service your organization handles. This guide walks you through everything you need to configure a fully working Self-Service Portal, from creating the templates behind every submission to enabling the portal for your users.
Available for:
Customers using SysAid Spaces. If you're using SysAid Classic, see Self-Service Portal Guide.
Before you start
You'll need SysAid Administrator permissions for most of this setup. Some steps also require a SysAid Copilot license and AI Admin permissions. To review or grant these permissions, see Managing Agent and Admin Permissions.
Step 1: Create your Incident and Request templates
Before end users can submit anything through the Self-Service Portal, you need templates ready and marked as available there.
Go to Settings > Customization > Templates & Fields > Ticket Templates & Workflows.
Create your Incident and Request templates, or use existing ones, and make sure to mark them as Visible in SSP. See Managing Service Record Templates.
Go to Settings > Customization > Self-Service Portal > Incident Submission Form or Request Submission Form.
From the Template drop-down, select the default template you want end users to see. Only templates marked Visible in SSP appear in this list.
Tip!
For the full customization options for these forms, see Incident Submission Form and Request Submission Form.
Step 2: Configure SysAid Copilot for End Users
If your organization uses SysAid Copilot, set up the AI tools your end users will interact with directly.
Go to Settings > SysAid Copilot > General Settings > Copilot for End Users.
Configure and enable the SysAI Chatbot: organization details, prompts, guardrails, and opening messages. See SysAid Copilot General Settings Overview.
Configure and enable the AI Emailbot if you want end users to get AI Chatbot responses over email. See AI Emailbot.
Step 3: Build your Self-Service Portal content
Before you arrange anything in Portal Settings, build out the content each widget will display. It's easier to create this content on its own dedicated page than inside a Portal Settings pop-up.
Themes: create or customize the color scheme end users will see. See Themes List.
Banners: create the welcome banner. See Banners List.
News: write your announcements. See Publishing Announcements in SysAid Spaces.
Service Catalog: build out your catalog items. See Service Catalog.
FAQ: write the Knowledge Base articles that will populate the FAQ widget. See Edit Knowledge Base Article.
Step 4: Configure Portal Settings
With your content ready, go to Settings > Customization > Self-Service Portal > Portal Settings to select your theme and banner, arrange your widgets, and configure the settings that only exist on this page: widget order, Scoreboard fields, search bar sources, and an optional Custom IFrame. See Self-Service Portal Settings.
Step 5: Configure General Settings
Go to Settings > Customization > Self-Service Portal > General Settings to define what end users can and can't do once they're in the portal, including login methods. See Self-Service Portal General Settings.
Please note:
Leave Enable the Self-Service Portal off until you've completed Step 7 and previewed your setup.
Step 6: Configure the End User Settings Form
Go to Settings > Customization > Self-Service Portal > End User Settings Form to choose which fields end users can view and edit about themselves, such as their password, email address, and language. See Customizing the "My Settings" Form in the Self-Service Portal.
Step 7: Preview and enable the Self-Service Portal
Go back to Portal Settings and click Preview in the bottom-right corner to see your full setup as an end user would.
Once you're satisfied, go to General Settings and select the Enable the Self-Service Portal checkbox.
Click Save.
Your Self-Service Portal is now live. To see what your end users will experience, see Self-Service Portal Guide.