The second group of placeholders you might be using quite a lot is related to your users and how they access your portal. Remember, users refer to both Requestors as well as your Customers in Freshdesk.
Placeholder | Return Type | What they mean |
| portal.user.name | string | Full Name of the user using the support portal |
| portal.user.firstname portal.user.lasttname | string | Returns the first name and last name of the user respectively |
| portal.user.email | email | Email address of the user |
| portal.user.phone | number | Phone number of the user |
| portal.user.mobile | number | Mobile Number of the user |
| portal.user.job_title | string | Job title of the user |
| portal.user.time_zone | string | The time zone that has been configured in the user’s profile |
| portal.user.twitter_id | string | The Twitter account that has been added to the user account |
| portal.user.profile_url | url | The URL pointing to the profile of the user |
| portal.user.id | number | Unique ID of the user |
| portal.user.company_name | string | Company name that has been specified in the user’s profile |
| portal.user.is_agent | boolean | Returns true or false based on whether the user is an agent or not |
Now that you have your basics covered, you probably want to start defining the layout of each of your portal pages. It’s useful to think of your portal as consisting of three parts:
- The Forums where your customers share problems and ideas with each other
- The Solutions where customers learn from your knowledge
- The Tickets page where customers submit new tickets or check out the status of existing ones.