We are happy that you have decided to migrate from our Advanced Portal to the new Customer Hub! We have tried to make the transition to the Customer Hub as seamless as possible both from an administrative and from your customer’s prospective.

Your customer’s login credentials will remain exactly the same. There will be no need for your customers to reset their passwords. If they had access to the Advanced Portal, they will be granted access to the Customer Hub with the same credentials.

Below are a handful of considerations and steps that will need to be made to complete the migration.

Phasing out the Advanced Portal

  • Once you decide to use the Customer Hub, this means all of your customers will be directed to the Customer Hub, and your customers will no longer be directed to the Advanced Portal.
  • Once you have configured the Customer Hub and followed the steps in this document, new customer emails will contain links to the Customer Hub. However, your customers do still have access to older emails which contain links to your Advanced Portal. You have multiple options to deal with these old links.

    One option may be to redirect your Advanced Portal to your Customer Hub. In doing so, your customers would be directed to the login screen of the Customer Hub, but they will not be directed to the ticket from which they clicked on on their email.

    Our recommendation is to leave your Advanced Portal up for a period of time. You may choose to add a message in the CSS/Header section of the Advanced Portal regarding your new Customer Hub so that your customers are not confused by the dual platforms. If your customer chooses to click on a link from an old email, they will be presented with the message regarding the Customer Hub, but they will still have access to their ticket immediately and any updates they make on the Advanced Portal will still be posted to the ticket. The Advanced Portal will eventually be phased out as your customers begin to receive new emails about their tickets that contain links to the Customer Hub. Once you feel confident that your Advanced Portal will no longer be accessed by your customers, you may remove or redirect the page from your website (if you were using an iframe), or you can contact TeamSupport to disable your Advanced Portal.
  • You may have been using an iframe with your Advanced Portal. If you have Enterprise Edition, you may utilizes an optional cName Redirect URL, so there is no longer a need for an iframe to mask the URL.
  • In the Advanced Portal, you were able to log in as a Customer by simply visiting the link of your Advanced Portal and logging in using your Customer credentials. If you attempt to log in as a Customer in the same manner using the Customer Hub, what actually happens is the system recognizes your TeamSupport credentials and logs you in to your Customer Hub Admin panel. The easiest way is to log in to the Customer Hub is by using an “incognito mode” on your browser. This way, the Customer Hub does not attempt to recognize you based on your TeamSupport login and will allow you to easily log in as a Customer in the same manner as you are familiar with on the Advance Portal.

Migrate Button

We have include a Migrate Button on your Customer Hub admin panel to migrate your applicable Advanced Portal settings to the Customer Hub. When you click the migrate button you will see the following message:

If you click OK, all of the applicable settings that you already had defined for your Advanced Portal will be pulled into the Customer Hub. This is not reversible.

Email Templates

The following emails templates have links in the body of the email which point to your Advanced Portal. You will need to edit the body of these email templates to include the link to your Customer Hub. Your cName Redirect URL should be used, if applicable. If you are not using cName, you should use your Landing Page URL. Click here for information on where to find your URL.

In the below examples, [YourCustomerHubURL] will need to be deleted – including the brackets – and replaced with your URL which may look something like this: https://BitsAndBytes.na1.teamsupport.com.

Here are examples of how your updates might look:

  • Welcome User – Portal:

    Click <a href="[YourCustomerHubURL]">here</a> to login in and change your password.
  • Reset Password – Portal:

    Click <a href="[YourCustomerHubURL]/resetpassword/{{PortalUser.UserID}}&{{Password}}">here</a> to log in.


Additionally, some of your email templates contain the placeholder {{TicketUrl}} will need to be changed to the new placeholder called {{HubTicketUrl}}.

It is very likely that your “Ticket Update – Advanced Portal” template contains this placeholder. However, if you modified any other template to include the {{TicketUrl}} placeholder, those need to also be modified.

Single Sign On (SSO)

If you were using Single Sign On (SSO) with your Advanced Portal, you will need to update your code to replace your Advanced Portal URL with your Customer Hub Landing Page URL.

When passing this information to the Advanced portal, you were passing an authtoken as well as the standard OrganizationID parameter. There is no longer a need to pass the OrganizationID parameter, but the authtoken will be passed in the same manner. The URL behind your “login button” will look something like this for your Advanced Portal:

portal.[ServerName].TeamSupport.com?OrganizationiD=1234&authtoken={encrytped auth token}

You will need to change this to accommodate your Customer Hub. You will need to replace [YourCustomerHubURL] – including the brackets – with your Customer Hub Landing Page URL, and replace [encryptedAuthToken] – including the brackets – with your generated authentication token. It will look something like this:

https://[YourCustomerHubURL]/sso/[encryptedAuthToken]

Need more help with this?
Don’t hesitate to contact us here.

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