CX Customizations

Modified on Mon, May 4 at 8:57 AM

Invarosoft Thursdays Webinar Recap

Customization Webinar Summary

A practical walkthrough of how MSPs can customize the Invarosoft app and client portal to improve client experience, increase utilization, and create a polished branded support hub.

Webinar Overview

In this session, Manuel Giraldo, VP of Success at Invarosoft, demonstrated how to build a customized client experience from scratch using a hypothetical MSP brand called Evergreen MSP / Evergrid MSP. The session covered customization of appearances, buttons, news panels, app actions, client-level settings, and client portal menus.

Main Outcome

The session showed that a fully branded support experience can be built quickly by combining five customization areas: Appearance, Buttons, News, Apps, and Client Portal Menus / Homepages.

What Was Covered

1. Appearance

Logo, colors, and modern visual styling

The first customization area demonstrated was the Appearance section. This allows an MSP to upload a logo and apply brand colors to the app and client portal. A key best practice shared during the webinar was to use a lighter version of the base brand color in the palette to make the interface feel cleaner and more modern.

2. Buttons

Support shortcuts for users and managers

The webinar then covered how to create button collections under ITSupportPanel > Buttons > View All. A recommended structure was to maintain:

A basic button collection for standard users.
A second collection for managers or primary contacts.

Example buttons included New Support Request, Support Hub / Client Portal, CSAT Survey, and Service Catalog.

3. News

Client-facing announcements and campaigns

The News panel can be customized for each client or campaign. During the session, Manuel created an example news item for a Windows 10 End of Life campaign, including a call to action and a link that could point users to a web form, allowing the announcement to generate a ticket or inquiry.

4. Apps Panel

Self-service tools and useful shortcuts

The Apps Panel allows MSPs to create practical self-service options for end users. Examples discussed included:

IP Ping / IP Test using command prompt actions.
Flush DNS to help resolve issues such as soft phone connectivity problems.
Launching local applications such as Microsoft Word.
Opening URLs such as Office.com in the default browser.
Launching URLs in a specific browser when required.

5. Client-Level Assignment

Applying customizations to a specific client

The customizations are applied at the client level. In the demo, a new company was created in the PSA sandbox, a sync was forced, the client record appeared in Invarosoft, and then the customized appearance, button collection, and apps panel were assigned to that client.

6. Client Portal Homepage

Using HTML and AI to create a polished homepage

The session also covered how MSPs can use the Custom Pages area to create a branded homepage for the client portal. Manuel highlighted that AI tools can help create clean HTML pages quickly, making it easier to deliver a modern homepage with useful links, support information, and a consistent client experience.

Recommended Standard User Portal Menu

For a simple and effective client portal experience, the webinar recommended using a standard user menu with the following options:

Menu Item	Purpose
Submit Ticket	Allows users to log a new support request.
My Tickets	Lets users view and follow up on their existing tickets.
Service Catalog	Provides access to common service requests and standard offerings.
Feedback	Connects users to CSAT or HappySAT feedback options.
Knowledge Base	Provides self-help articles and documentation.
Contact Us	Displays support contact details and escalation information.

Suggested Setup Flow

Create the Appearance: upload the logo, define the color palette, and use lighter color variations for a modern interface.
Create Button Collections: build a standard user collection and, where useful, a manager / primary contact collection.
Create the News Panel: publish client-facing announcements, campaigns, or lifecycle notices.
Create Apps Panel Actions: add self-service actions such as IP tests, DNS flush, app launchers, or useful web links.
Create Custom Pages: use HTML to create a modern homepage, contact page, or documentation index.
Create the Client Portal Menu: assign relevant menu items such as Submit Ticket, My Tickets, Service Catalog, Feedback, Knowledge Base, and Contact Us.
Assign Everything to the Client: apply the appearance, buttons, apps panel, and portal menu to the specific client record.
Test the Experience: open the app and client portal as an end user to confirm that the branding, menu, buttons, and apps appear correctly.

Best Practices Highlighted

Use the client’s logo and colors to make the app and portal feel familiar.
Use lighter tones from the main color palette for a cleaner, more modern look.
Keep the standard user experience simple and focused on the most common actions.
Create separate experiences for standard users and primary contacts when needed.
Use News panels for campaigns such as Windows lifecycle reminders or service promotions.
Use Apps Panel buttons to reduce repetitive tickets through safe self-service actions.
Use AI-generated HTML as a starting point for better client portal pages.
Review each client’s app, web forms, homepage, service catalog, and portal menu against best practices.

Why This Matters

Customization helps MSPs transform the client portal from a generic support entry point into a branded, useful, and easy-to-navigate support hub. A better experience can help improve adoption, increase ticket quality, guide users toward the right support channels, and make the MSP’s service feel more professional and intentional.

Need Help Reviewing Your Setup?

If you would like to review your homepage, web forms, client portal configuration, news, apps, buttons, or service catalog against Invarosoft best practices, please schedule a session with the Invarosoft Success team.

We are here to help you improve the client experience.

Webinar: Invarosoft Thursdays, April 30, 2026. Topic: Customization of the Invarosoft app and client portal.