--- title: "Setting Up the Self-Service Portal" slug: "setting-up-the-self-service-portal" description: "The Self-Service Portal allows you to fully and easily customize your end-users' experience with SysAid." tags: ["SysAid Spaces"] updated: 2026-07-22T14:33:38Z published: 2026-07-22T14:33:38Z canonical: "documentation.sysaid.com/setting-up-the-self-service-portal" --- > ## Documentation Index > Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt > Use this file to discover all available pages before exploring further. # Setting Up the Self-Service Portal 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. > [!NOTE] > Available for: > > Customers using SysAid Spaces. If you're using SysAid Classic, see [Self-Service Portal Guide](https://documentation.sysaid.com/classic/docs/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](https://documentation.sysaid.com/docs/managing-agent-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. 1. Go to **Settings** > **Customization** > **Templates & Fields** > **Ticket Templates & Workflows**. 2. 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](https://documentation.sysaid.com/docs/manage-templates). 3. Go to **Settings** > **Customization** > **Self-Service Portal** > **Incident Submission Form** or **Request Submission Form**. 4. 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] > Tip! > > For the full customization options for these forms, see [Incident Submission Form](https://documentation.sysaid.com/docs/incident-submission-form) and [Request Submission Form](https://documentation.sysaid.com/docs/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. 1. Go to **Settings** > **SysAid Copilot** > **General Settings** > **Copilot for End Users**. 2. Configure and enable the **SysAI Chatbot**: organization details, prompts, guardrails, and opening messages. See [SysAid Copilot General Settings Overview](https://documentation.sysaid.com/docs/copilot-general-settings-overview). 3. Configure and enable the **AI Emailbot** if you want end users to get AI Chatbot responses over email. See [AI Emailbot](https://documentation.sysaid.com/docs/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](https://documentation.sysaid.com/docs/themes-list). - **Banners**: create the welcome banner. See [Banners List](https://documentation.sysaid.com/docs/banners-list). - **News**: write your announcements. See [Publishing Announcements in SysAid Spaces](https://documentation.sysaid.com/docs/publishing-announcements-in-sysaid-spaces). - **Service Catalog**: build out your catalog items. See [Service Catalog](https://documentation.sysaid.com/docs/service-catalog). - **FAQ**: write the Knowledge Base articles that will populate the FAQ widget. See [Edit Knowledge Base Article](https://documentation.sysaid.com/docs/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](https://documentation.sysaid.com/docs/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](https://documentation.sysaid.com/docs/self-service-portal-general-settings). > [!NOTE] > **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](https://documentation.sysaid.com/docs/settings-form). ## Step 7: Preview and enable the Self-Service Portal 1. Go back to **Portal Settings** and click **Preview** in the bottom-right corner to see your full setup as an end user would. 2. Once you're satisfied, go to **General Settings** and select the **Enable the Self-Service Portal** checkbox. 3. Click **Save**. Your Self-Service Portal is now live. To see what your end users will experience, see [Self-Service Portal Guide](https://documentation.sysaid.com/docs/self-service-portal-guide). ## Related - [Configuring Portal Layout (Portal Settings)](/self-service-portal-settings.md) - [Self-Service Portal General Settings](/self-service-portal-general-settings.md)