A Portal User refers to an Organization (or End User associated with an Organization), who has access to the Portal. A Portal User consists of an email or username, a password, an optional MFA configuration, and a Portal Permission Group.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Create Portal Users

There are three ways to create individual Portal Users, described below. (You can also Bulk Manage Portal Users.)

As Part of Creating or Updating an End User

Note: Creating Portal Users for specific End Users is the recommended method. See Best Practices for more information.

When you're creating or updating an End User, you have the option to create a Portal User:

When you move the Enable Portal User toggle to the On position, Syncro displays additional fields relevant to Portal Users. 

If you haven't entered an email address for the End User, you'll be prompted to do so:

You can also manually set up a username/password combination as a last resort.

Click Save to save the Portal User, then click Save (at the top) to save your End User.

See also: About the End Users Details Page and About Portal User Permission Groups.

From an Existing Organization's Details Page

Note: Creating Portal Users for Organizations is NOT recommended unless absolutely necessary. See Best Practices for more information.

For existing Organizations, follow these steps to create a Portal User:

1. Click the Organizations tab, then click the hyperlinked Customer Organization to open their Details Page.
2. In the Portal Users section click +New:
   
   Syncro adds a Portal User for the Organization, with a default Login:
   
   Tips: Click into the Customer/Contact field to select from available options. Click into the Login field to change the login to a friendly username or email address.
    
3. Click the caret to expand the Portal Users section:
   
4. Provide a password that meets the criteria specified. (Syncro will change each requirement icon from gray to green when the password meets that criterion.)
5. Use the Portal Group dropdown menu to change the Portal User Permission Group:
   
   Note: While you should make a selection here, you can adjust the Portal Group at any time in the Portal User Permission Group Settings.
6. Optionally check the "Require MFA For This User" box. Organizations will be prompted to set up MFA the next time they log in to the Portal. No additional action is needed from you.
7. If desired, click Send Registration Email Invitation. Syncro sends an email about the Portal User creation to the selected Organization or End User's email address, with you BCC'd:
   
   Tip: You can customize the email template used for this invitation under Admin > PDF/Email Templates > Email Templates.
    
8. You must also click Update Portal User to save your changes.

As Part of Creating a New Organization

Note: Creating Portal Users for Organizations is NOT recommended unless absolutely necessary. See Best Practices for more information.

When you're manually creating a new Organization, you have the option to create a Portal User in the Organization Settings section:

When you check the Enable Portal User box, Syncro displays the fields relevant to Portal Users (highlighted above). You can follow the steps described in From An Existing Organization's Details Page to complete the fields.

See also: Organization Fields Reference and About Portal User Permission Groups.

Changing a Portal User Password

Note: This section describes the process for Portal Users at the Organization level. To reset Portal User passwords for End Users, see About the End Users Details Page. 

If an Organization has forgotten their password for the Portal, they can click the “Forgot your password?” link on the login page and Syncro will email them a link to reset their password.

You can also reset a Portal User's password from the Portal Users section on the Organization's Details Page.

Click the caret, provide a new Password/Password Confirmation, then click Update Portal User.

You can also change a Portal User's password whenever you edit an Organization. When the Enable Portal User box is checked, Syncro displays a Password Reset button:

Click it to expand the area so you can provide a new Password/Password Confirmation. 

Click Save Changes (at the top) to update the password for your Organization. 

Tip: You can customize the email template used for the Password Reset email under Admin > PDF/Email Templates > Email Templates.

About Portal User Permission Groups

Portal User Permission Groups allow you to specify what can be accessed and viewed within the Portal. You then give Portal Users access to their Portal based by adding them to these permission groups. (This functions much like Security Groups do for Users.)

There are initially four Portal User Permission Groups:

1. Admin Portal Group: The default in new Syncro accounts; users in this permission group have access to everything in the Portal (i.e. 24 out of 24 possible permissions).
2. Non-Portal User Group: Organizations without any explicitly created Portal Users automatically belong to this permission group. Unless you change the permissions, users in this group can only access the Portal and create new Tickets (i.e. 2 out of 18 possible permissions).
   IMPORTANT: Since this permission group does NOT require login authentication, we strongly recommend you limit its permissions.
3. Limited Portal Group: Users in this permission group have limited access to the Portal and its features (i.e. 8 out of 24 possible permissions).
4. No Portal Access Group: Users in this permission group have no access to the Portal or any of its features (i.e. 0 out of 24 possible permissions).

Notes: 

• If an Organization has no Portal Users, Syncro account users/techs (even Global Admins) who click that Organization's “Customer Online Portal” link will have the same Non-Portal User Group permissions.
• The value that appears by default in the Portal Group dropdown when creating a new portal user can be changed. See Modify Existing Portal User Permission Groups for details.

Create a Portal User Permission Group

To create a new Portal User Permission Group, follow these steps:

1. Navigate to Admin > Customers - Portal User Permission Groups. Syncro displays the Portal User Permission Groups page:
   
2. Click +New Portal User Permission Group. Syncro displays the New Portal User Permission Group page:
   
3. Name your Portal User Permission Group so you can recognize it in the list.
4. Check the boxes next to the permissions you want Portal Users in this permission group to have. See End User Portal Settings Reference for detailed descriptions of each permission.
   Tip: If you want to include most permissions, use the Check All box at the top, then check the boxes for permissions you want to exclude.
5. Click Create Portal Group. The new Portal User Permission Group appears in the table with the number of possible permissions shown. You can now use it when setting up Portal Users.

Modify Existing Portal User Permission Groups

You can click in the Name field to rename the Limited Portal and No Portal Access Groups:

Note: You can't rename the Admin Portal Group or the Non-Portal User Group.

You can click the More (triple-dot) icon to change the default, Edit, or Copy, or Delete Portal User Permission Groups:

Notes: 

• Make Default changes the default value Syncro displays in the Portal Group dropdown whenever someone creates a new Portal User.
• Selecting Edit displays a page similar to the New Portal User Permission Group page, only with your previous choices selected. Make any changes then click Update Portal Group.
• You'll be asked to confirm a deletion. If the portal group is associated with at least one portal user, Syncro will block the deletion. Associate these portal users with an alternate portal user group before retrying.