The following settings are required in order to allow the tickets portal to work properly and securely:
☑️ Intercom Messenger installed for logged in users.
☑️ Help Center custom domain & Cookie Forwarding set up.
☑️ Identity Verification enabled.
☑️ Prevent updates via the Messenger.
Required settings
Intercom Messenger installed for logged in users
To identify your users, Intercom must be installed for logged in users on your site.
Help Center custom domain & Cookie Forwarding
Once a user has logged in on your site, their Intercom Session Cookies are used to authenticate users on the tickets portal. This relies on having a Help Center custom domain and Cookie Forwarding set up.
Specifically the two cookies are:
intercom-session-<workspace-id>
intercom-device-id-<workspace-id>
If you're using Cloudflare, Intercom may not be able to detect that cookie forwarding is correctly setup. In this case, the warning banner can be ignored in the Intercom configuration.
You must also ensure that your Help Center custom domain uses SSL and that you’ve selected the HTTPS security protocol in Help Center Settings.
Identity Verification enabled
To protect the tickets portal from user impersonation, Identity Verification must be enforced on your workspace.
Prevent updates via the Messenger
To protect the tickets portal from company impersonation, you also need to prevent updates to the Companies attribute via the Messenger.
This is only possible if the method for updating associations is using the REST API mentioned in the previous step.
Head to Settings > Data > People and select the edit tool next to Companies (default attribute).
Now toggle the “Prevent updates via the Messenger” setting on the attribute and click Save.
Please note, that only teammates with Can manage and publish Help Center articles permission will be required to set the Tickets Portal live.
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