You can restrict support agents and customers who can see your support portal to certain IP addresses. Once you enable Whitelist IP address in your portal, only the users from the IP addresses you specify can see your support portal. 

This feature is available on the Forest plan.

Quick guide to whitelist IP addresses in your portal

  • Login to your support portal as an administrator.
  • Go to the Admin tab.
  • Click on the Security icon.
  • Use the toggle to enable the Whitelist IP Address.
  • In the IP ranges section, you can enter all the IP address ranges that can access your portal in the n.n.n.n format. 
  • Click on the Add new button to add multiple IP address ranges.
  • You can also add a single IP address in the start IP box (the end IP box will automatically be populated with the same IP when you save it). Please note that your own IP address will be auto-populated as the first IP range. You will not be allowed to save your settings if your current IP address is removed from the list.

Whom do the restrictions apply to? 

  • You can either restrict access to the agents or to agents and customers.
  • You can choose "applies to agents" when you just want to make sure that the agents logging into your helpdesk are from IP addresses known to you. In that case your customer support login screen will be visible to everyone and based on their login credentials and the IP address from which they are logging in, they will be granted access.
  • When you choose "applies to agents and customers", you have complete control over who can see your helpdesk. The login screen will not be visible to anyone whose IP address is not whitelisted by you.
  • Click on Save button to restrict access to the IP addresses you have listed.

If you're facing trouble setting this up, you can refer to that has all basic information about IP addresses. Or you can use your network administrator's help to whitelist IP addresses.