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Tickets portal setup

How to enable the tickets portal for your users and companies.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over 4 months ago

Check that you have met these prerequisites before setting up the tickets portal.

Enable the tickets portal in Help Center

Once you've enabled all the prerequisite settings, you can turn on the tickets portal in your Help Center by navigating to Settings > Tickets > Tickets portal.

Then scroll down and toggle on "Enable the tickets portal".

An error message will be shown if you try to toggle this on before enabling the tickets portal prerequisites.

Configure access permissions

Add access permissions by setting audience rules to define which of your users can access the portal. Click + Add new and segment users by selecting from Person or Company data attributes.

For example, you might segment by "Email contains examply.com" for all users with that company email address. The preview shows which users match this audience rule.

The preview is dynamic and dependent on the rules you selected. Only users who are included in the selected audience rules will be able to access the portal through the three methods.


Configure portal discovery

Now you’re ready to share the tickets portal with your predefined users.

Share the tickets portal URL

Enabling the tickets portal automatically generates a Tickets portal URL which you can share directly with your companies and users.

Add the tickets portal card to Help Center

Once the tickets portal is turned on, the tickets portal card is added to the homepage of your Help Center.

This can be enabled or disabled from Settings > Help Center > Configure. Click on the Styling tab and scroll down to Layout and sections then toggle on/off the "Tickets portal section".

This card can be reordered on the homepage by using the drag and drop tool next to each section.

Click Save and set live to save these changes and add the tickets portal card to your Help Center.

Enable the tickets space

If you've enabled the tickets space in your Messenger settings, users will automatically see a banner linking back to the tickets portal from the top of the tickets space.


Testing / verifying the tickets portal is set up correctly

Step 1: Identify a user

  1. Select a user that has an account in your web application.

  2. Ensure that the login credentials for that user are available as it will be necessary to login as the user.

Step 2: Check data associations

  1. The user will need to belong to one or many Companies in Intercom.

  2. This can be checked by navigating to the user profile in Contacts.

Step 3: Check access conditions

  1. Ensure that the user selected has access.

Step 4: Login and test

  1. Login to your web app with the selected user's credentials.

  2. Navigate to the Help Center.

  3. If enabled, click on the tickets portal card in the Help Center to access the portal as that user.

    • Or, if you haven't enabled the tickets portal card, visit the tickets portal URL while logged in as that user.

The Tickets Portal is designed to show only Customer tickets that are shared with the customer.


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