Portal Hound for customer support
Your offshore support team in your admin tools, one address, every session logged.
Support agents touch customer records, refunds and partner systems all day. Portal Hound gives each agent named access to the tools you approve, from one company-owned U.S. address, with a record that says who opened which system and when.
The problem
Admin panels are the most sensitive thing your offshore team touches.
An admin panel can look up any customer, issue any refund, change any account. When that's reached from dozens of home connections under shared logins, you have no idea who did what, and your own security tooling can't tell staff from an attacker.
Admin access with no name on it
Shared admin logins mean a refund, an export or an account change can't be traced to a person.
Security tools can't tell staff from attackers
Logins to your admin panel from many countries look like credential stuffing, because sometimes they are.
Partner and payment portals
Payment processors and partner systems restrict who may log in and from where, and suspend on suspicion.
How it works
One button for workers. Full control for you.
You approve the portals
Add each platform your team works in. Portal Hound suggests the domains it needs, and nothing is reachable until you approve it.
Workers press Connect
They install a small app for Windows or Mac, sign in with their work email, and connect. There's nothing to configure.
Only approved portals go through
Those platforms are reached through your company's U.S. gateway, tied to that person and logged. Email, banking and everything else use the worker's own connection.
Platforms
The portals these teams approve first.
Any web platform can be approved. These are typical for customer support teams.
What you get
Named agent logins, one company address, an audit trail for every admin session.
- Every agent has their own login on the helpdesk, the admin panel and the payment tools; Portal Hound never shares one.
- All admin-tool traffic leaves from your company's one U.S. address, which your security team can allowlist and monitor.
- Access logs tie every admin-panel session to a person, with no customer data recorded.
- Revoke a departing agent in one click, before their shift ends.
Requirements
Portal Hound is for teams already allowed to work offshore.
It controls and records how your team reaches portals. It doesn't change who is allowed to use them, or where from.
Your agreements must permit offshore access
Check your customer and vendor contracts and each portal's terms of use. Some restrict access from outside the country, or require it to be disclosed and approved first. Portal Hound is not a way around a portal's location rules.
Every person uses their own login
Your team members sign in to each platform with accounts issued to them, in the role they need. Portal Hound never shares, stores or fills in a login, and it isn't for working as somebody else.
Regulated data stays your responsibility
Customer records are personal data under privacy laws in many jurisdictions, and payment data is covered by card-industry rules. Your policies and training still apply.
Tell your team access is logged
The access log records which person reached which platform and when. Tell them, and follow the privacy and employment rules where they work.
Portal Hound doesn't guarantee access to any portal. The companies that run them decide who may use their systems. Full requirements.
Questions from customer support teams
Can our security team restrict the admin panel to the Portal Hound address?
Yes. That's one of the main reasons teams use it: your admin tools can allowlist a single company address instead of the whole internet.
Does it record what agents do inside the helpdesk?
No. Portal Hound logs which person reached which platform and when. What they did inside it stays in that platform's own audit log.
Our agents also take phone calls. Does that go through it?
No. Portal Hound routes browser traffic to approved sites only. Softphones and other apps connect as they did before.
Related
See Portal Hound with your own portals.
We'll show you the worker app and admin console, and talk through setting up a gateway for your team.