Setting up the self-service portal Assist
You can set up your custom self-service portal by mapping your custom domain on to your Zoho Assist account and then create a Self-Service Portal URL based on your organizational preferences.
1. Go to Settings > Remote Support > Self-Service Portal
2. Select Configuration to map your custom domain to start setting up your self-service portal
3. Enter your company portal url and click Save to configure the url.
4. Select a preferred mode of authentication - SAML Authentication, allows only directory users to raise an inbound request and Unauthenticated, allows anyone with access to portal link to raise an inbound request, and click Save.
5. Set up your SAML Authentication for your Self-Service portal and click Save
6. Click Enable Self Service Portal to start receiving inbound requests from your customers.
What is SAML Authentication?
Security Assertion Markup Language (SAML) is the open standard protocol used for exchanging authentication and authorization data between applications, in particular, an identity provider (IdP) such as OneLogin, Okta, PingIdentity and a remote support provider (such as Zoho Assist).
Essentially, this means that you use one set of credentials to log into many different services.
How it works
SAML Authentication usually involves a service provider, in this case, Zoho Assist, and an identity provider. When you've enabled SAML, end-user management and authentication are handled through your company's identity provider (IdP).
When an end user requests access to the Zoho Assist's Self-Service Portal, they will be redirected to your identity provider for authentication. The identity provider authenticates the end user and in return, generates an authentication assertion, which indicates that a user has been authenticated. On receiving the assertion, the end user is redirected back to Zoho Assist and logs into their custom self -service portal seamlessly. This way SAML Authentication ensures maximum security and follows the stipulated security boundaries of your organization.
How to set up your SAML Authentication for your Zoho Assist Self-Service Portal
The third-party identity provider provides the configuration details for the SAML. Note that you must log in with your administrator credentials to set up SAML in your Zoho Assist account.
1. Select SAML Authentication
2. On the SAML Authentication section, provide the following details:
3. Click Save.
How to publish an announcement on your Self-Service Portal?
You can publish a custom public announcement on your self-service portal based on your organizational prospects.
1. Go to Settings > Remote Support > Self-Service Portal.
2. Select Announcement.
3. Enter the announcement to be published in the text box and click Publish.
4. You can also choose to schedule your announcements based on your preferences
How to configure your Identity Provider?
1. Log in to your Okta account with administrative privileges.
2. Click the Applications tab.
3. Click Add Application and then click Create New App.
4. On the pop-up window, select the SAML option and then click Create.
5. In the General Settings page, provide a name for the application. For example, Zoho Assist.
6. Click Next to continue.
7. In the Configure SAML page, do the following:
8. Click Next and Finish.
The Sign On section of your newly created application appears.
1. Click View Setup Instructions on the Sign On tab. It opens a new window to the IdP settings.
2. On the IdP Settings window, do the following:
3. Click Save.
4. Repeat this step to add more users.
5. Click Done to exit the assignment wizard.
6. Back in Zoho Assist, check the Self-Service Portal option on the Settings page under Remote Support.
How to transfer a service request raised using Self-Service Portal ?
The service requests raised using the self service portal are called as inbound requests . The inbound requests can also be transferred from one department to another easily, with the inbound request transfer feature as long as the technician has access to the feature.
1. Go to the Remote Support > Service Queue to access the inbound requests raised.
2. Move the cursor to the inbound request raised and select Move.
3. Select the department you want to move the raised inbound request and click Move.
Sign in to your Azure AD portal with an administrator account.
In the Azure portal, on the left navigation pane, click Azure Active Directory.
Select Enterprise Applications and then All Applications.
Click the New Application button.
Click on Create your own application.
Enter the app name and choose Integrate any other app you don't find in the gallery and click on create
Upon successful creation of the app, Getting started page will be shown.Click on Assign Users and Groups to provide specific users access to this application.
Click on Set up single sign on and then choose SAML for Mode.
On the Set up Single Sign-On with SAML page, click Edit icon to open Basic SAML Configuration dialog.
On the Basic SAML Configuration section, do the following: