Customizing Your Portal

  1. Hover over the blue Settings tab on the top row navigation panel and click Branding, or click the blue Settings tab and select Branding from the list on the main Settings page. Here you will be able to customize and brand your portal.



  2. Click on a Category on the list to input or edit your Portal Settings:



    1. Branding: Customize the look and feel of your portal for your company.
      1. Web site logo: Click Browse to upload a logo file.
      2. Portal Name: Click in the box and type in a name for portal.
      3. API Key: Click in box and enter API Key.
      4. Portal Address
      5. SM API Password
      6. Google API Key
      7. Welcome Message: Click in the box and enter text or HTML to be displayed on the front page of the Portal log in screen.
      8. Site Footer: Click in the box and enter text or HTML to be displayed on the bottom of every page.
      9. Terms of Service: Click in the box and enter text or HTML of the terms each new customer must click to "AGREE" before they are allowed to use the portal for the first time.
      10. Regional Settings > Currency Symbol
      11. Business Contact Information: Click in the fields to enter your Business Name, Contact Name, Phone number, Mobile, Email, Web Site, and Address.
      12. Dashboard Advertisement: Click Ad Title to create an Ad that will be displayed on the main portal home page, then enter text or HTML for the Ad copy.
      13. Client Access: Check the User/Company Validation check box to require your users to enter a valid Credit Card number before gaining access to Shockey Monkey client portal features.

    2. Features: Check and uncheck the boxes next to the Shockey Monkey features (Support, Accounting, Invoices, Activities, Reports, Knowledge Base, and Service Manager, as well as specific Own Web Now client services, to enable and disable them in your portal.




    3. Notifications: Enter Data Field Variables and Filter Settings to generate automatic responses when clients sign up for or make changes in their portal.



      1. Ticket Notifications: Click Ticket Notifications in the blue navigation row then click the boxes to enter your Email Preferences.
        1. Display Name: Click the field and enter the friendly name of the sender of the e-mail notification.
        2. Email Address: Friendly email address from which the mail will be sent.
        3. Header: Click in the box and enter text or HTML to be displayed at the top of every message.
        4. Signature: Click in the box and enter text or HTML to be displayed at the bottom of every message.
        5. Email Notification Copies: Click in the box and enter email address or addresses to receive notifications for Support Requests and Profile Changes.

      2. Service Notifications: Click Service Notifications in the blue navigation row then click the Service Type Menu to select a Service Type and enter Service Notification Settings.
        1. Data Field Variables: Use these codes to enter specific details about the new services themselves. They will change with the different Service Types.
        2. New Account Notifications:
          1. Subject Line: Click to type in Subject Line for automated email notification.
          2. User Message: Enter text or HTML of email to be sent to new user upon creation of New Account.
          3. Admin Message: Enter text or HTML of email to be sent to the staff person configuring the New Account.
        3. Modified Account Notifications:
          1. Subject Line: Click to type in subject line for automated email notification.
          2. User Message: Enter text or HTML of email to be sent to new user upon modification of the account.
          3. Admin Message: Enter text or HTML of email to be sent to the staff person modifying the account.
      3. Service Advisory
        1. Service Advisory: Click the drop down box to select active or inactive service notification.
        2. Advisory Contents: Enter text or HTML of the contents of the message to users who open tickets during an announced service interruption.

    4. Preferences: Create your own labels, colors, and dropdown menu options for a completely custom experience.



      1. Choose the categories from the drop-down menu to open the label menu by type.


        1. Edit: To edit, click on the label name, edit the label, and click Save.
        2. Color Code: Color Code should include, This only applies to Status Updates.
        3. Delete: Click the red "X" to delete a label option.
      2. Click Save Changes.

    5. Service Manager: If your Service Manager is not enabled, click Enable. Once enabled, you will be provided with a list of services offered through ExchangeDefender, you can check and uncheck the services you wish to show in your client portal. You can also set the prices you wish to offer these services for.



      1. Exchange
      2. SharePoint
      3. Offsite Backup
      4. Web Hosting
      5. BlackBerry BES
      6. ExchangeDefender (10 Users)
      7. ExchangeDefender Essentials
      8. Exchange Essentials

    6. Verified Addresses: Verified addresses are required in certain locations throughout the portal. Without at least one verified email address, some features of this portal will be unavailable. The address (example@address.com) has been requested to become a verified address inside of the [example.shockeymonkey.com] website.



      1. To add an email address, enter the email address in the Address field and click Add.
      2. Once you add an email address, the email contact will receive an email stating.

    7. Email Connector: The E-mail connector allows you and your clients to update and create tickets via email. You must be a PRO subscriber to take advantage of this feature. Once you upgrade to PRO, please create a Mail/External contact for the email address you wish to use for your portal and point it to YOURPORTALNAME@rafiki.shockeymonkey.com. If you portal address were bananas.shockeymonkey.com, then your email connector would be bananas@rafiki.shockeymonkey.com.

      1. Select a friendly email address from your own domain.
      2. Point it as an alias to your portal's dedicated support address.

    8. Canned Responses: Edit or delete the pre-fabricated messages that Shockey Monkey enables you to send to your clients upon Support Request updates.



      1. Click the title of each Canned Response to open it.
      2. Click in the Canned Response field to edit the text of the message.
      3. Click Update Canned Response to save changes and return to the Canned Response List.

    9. SLAs: Build filters for autorouting or autoresponding to tickets.



      1. To add or edit an SLA, select Settings > SLA.
      2. Click on an Existing SLA to edit or Click Add SLA to add a new SLA.
      3. Click the Create Shortcut drop down box in the upper right hand corner of your portal to create a new SLA or select SLAs from the Settings page to view the list of existing SLAs.
      4. Click in fields to enter the appropriate filter criteria (Email, Company, Subject, Priority, Category, Assigned to, Service, Contract, Queue, and Location).
      5. Click in the Notify Email fields to enter up to three email addresses to which Support Requests that match these filters will be sent automatically.
      6. Check the SMS Box if you wish to enable text message notifications.
      7. Click Create SLA to save changes.

    10. Announcements: Customize the Announcements your clients will see in their main portal view.

      1. To add or edit an Announcement, select Settings > Announcements.
      2. To add a new announcement, click Add Announcement. To edit an existing announcement, click the Title of an Existing Announcement.
      3. Click the Create Shortcut drop down box in the upper right hand corner of your portal to create a new Announcement or select Announcements from the Settings page to view the list of existing Announcements.
      4. Click in View drop down box and select Everyone for an Announcement that all staff and clients should see, and Internal for an Announcement that should only be visible to staff.
      5. Click in the Announcement field to enter and format the text of the Announcement to appear on the portal home page.
      6. Click Create Announcement or Update Announcement to save changes.

    11. Links: Customize Links that your clients will see in their main portal view.



      1. To add or edit a link, select Settings > Links.
      2. To add a new link, click Add Link. To edit an existing link, click the Title of an existing link.
      3. Click the Create Shortcut drop down box in the upper right hand corner of your portal to create a new Link or select Links from the Settings page to view the list of existing Links.
      4. Click in Title field to enter the display text for the Link.
      5. Click in the URL field to enter the actual web address.
      6. Click in the View drop down box and select Everyone for a Link that all staff and clients should see, and Internal for a Link that should only be visible to staff.
      7. Click Create Link or Update Link to save changes.

    12. Integrations:
      1. To integrate a support platform with Shockey Monkey, first verify that the existing platform is compatible by visiting: www.shockeymonkey.com/integrations
      2. If your integrating platform is supported, choose Settings > Integrations.
        • Note: Although we allow integration with both our Free and Pro subscriptions, technical support concerning integration issues is only available with our Pro subscription.
      3. Under Integration Management, choose your desired platform to integrate.
      4. Each platform requires different information to be entered. Follow the specific instructions for your integrating platform.

    13. Experimental Features: With the setting, you can enable or disable specific features we are experimenting with. For instance under the Service Board section, you can:
      1. Enable or disable the ability to show [Ticket #] in ticket listings
      2. Enable or disable the ability to show [Assigned To] in the ticket listing, etc.
      3. Enable or disable the Chat capability




    14. Backup/Restore:



      1. Click Start Backup to dynamically generate an XML version of your Shockey Monkey mysql database. After it has finished you will be prompted to save the file.
      2. Click Browse to upload an XML file to restore the mysql database with your backed up version.

    15. About: This is where you will find general information about the Shockey Monkey portal and the creators who made it all possible.