We are happy that you have decided to transition from the 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 perspective.

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 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 transition.

Phasing out the 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.
  • You may have been using an iframe with your Portal. If you have Enterprise Edition, you may utilize an optional cName Redirect URL, so there is no longer a need for an iframe to mask the URL.
  • In the Portal, you were able to log in as a Customer by simply visiting the link of your 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 into 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 Portal.

Forwarding Portal to Hub

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 that contain links to your Advanced Portal. They also may have bookmarked your old Portal URL. To help guide your customers to your Customer Hub, we recommend you forward your Portal to your Hub using the “Forward Portal to Hub” feature found in your Classic Portal tab in the Admin panel:

If you have multiple Hubs configured, this feature will allow you to select from available Hubs.

Email Templates

The following email templates have links in the body of the email which point to your 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}}.

  • Ticket Update – Advanced Portal: 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 Portal, you will need to update your code to replace your Portal URL with your Customer Hub Landing Page URL.

When passing this information to the 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?
Customer Support

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