Check that you have met these prerequisites before setting up the tickets portal.
Enable the tickets portal in Help Center
Enable the tickets portal in your Help Center by navigating to Articles > Settings > General and toggling “Enable the tickets portal” within the Tickets portal section.
An error message will be shown if you try to toggle this on before enabling the tickets portal required settings.
Add access conditions
Add access conditions by setting audience rules to define which of your users can access the portal. Click + Add access conditions 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 in your Help Center Settings 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 portal is enabled, by default the tickets portal card is added to the main page of your Help Center homepage. This can be disabled by navigating to Help Center Settings > Styling > Layout and sections and toggling 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
Select a user that has an account in your web application.
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
Step 3: Check access conditions
Ensure that the user selected has access.
Step 4: Login and test
Login to your web app with the selected user's credentials.
Navigate to the Help Center.
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.
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