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Running an email-only helpdesk

Email Accounts

You may want to offer support by email only, without users being aware of the web portal.

To set this up:

  1. Make sure users don’t have to validate their accounts. In CRM > Registration, select Enable Registration and disable all the registration and validation requirements. Enable the Everyone group.

  2. Optionally, completely disable the portal from Admin > User Interface > Setup using the Disable Portal button.


  1. If you want to leave the portal enabled (perhaps because you want it to be available to a certain group of users), you can remove links to the portal from email notifications by editing the templates in Tickets > Email Templates.


1.  **Layout > Footer** - remove this code:
{% if app.isPortalEnabled() %}
<a href="{{ deskpro_url }}">{{ deskpro_url }}</a>{% endif %}
  1. User Email Templates > Ticket Emails - in “New Ticket Confirmation” template, remove the section referencing and save the template:
{% if app.isPortalEnabled() %}
         <br /><br />

          View and manage this ticket online:
          <a href="{{ }}">{{ }}</a>
        {% endif %}
  1. Repeat above step for “New Ticket Created by Agent”, “New Agent Reply” and “User Reply Auto-Response”.
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First published: 23/03/2017

Last updated: Oct 30, 2017 by Paul Davies