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.

☑️ Using Companies with users associated.

To identify your users, Intercom must be installed for logged in users on your site.

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:

Note: if you are 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.

To protect the tickets portal from user impersonation, Identity Verification must be enforced on your workspace.

By default, Intercom treats all users as individuals, but the companies feature groups all the users from the same company together. There are two options to create associations between Users and Companies:

To protect the tickets portal from company impersonation, we recommend that you also prevent updates to the Companies attribute via the Messenger.

Head to Settings > Workspace data > People data 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.