Hi @shikha d​ ,

Afraid currently it's no possible to customize article URL's in Intercom There already lot' of customers asking about this in forums, Hope Intercom add this feature soon. Meanwhile, you can post about this to @Product Wishlist​  Group.

Is it possible to do a URL redirect within intercom?

Hey @shikha d​, can you tell me more about when you'd need to redirect here? Just so that I understand your problem fully!

Okay so we have multiple accounts/businesses that we manage from intercom help center. Every account has a unique domain name but the article URL remains the same across all.

eg: https://zerodha-help.smallcase.com/using-smallcases/create-and-customize/create-a-smallcase gets redirected to this https://zerodha-help.smallcase.com/en/articles/765050-create-a-smallcase

But why isn't the redirection happening for the below link? https://iifl-help.smallcase.com/using-smallcases/create-and-customize/create-a-smallcase getting redirected to this: https://iifl-help.smallcase.com/en/articles/3125078-create-a-smallcase

When and how did this change happen? Also the ID value in the URL is a recent change?

We have created standard URL structure across all are accounts. This is breaking for us in production

eg: ${HELP_LINK}using-smallcases/create-and-customize/create-a-smallcase

Thanks for elaborating on your use case for me. This redirect should be automatic, so let me check why it's not happening here for you. Is this the only article impacted, or do you have other examples you can share with me?

Thanks Eric for the prompt response. All newly added accounts the link is breaking. Let me share some examples

https://upstox-help.smallcase.com/using-smallcases/create-customize/create-a-smallcase/p>

Actual article: https://upstox-help.smallcase.com/en/articles/3671113-create-a-smallcase/p>

https://iifl-help.smallcase.com/using-smallcases/manage-your-smallcase/sip-for-smallcases/p>

Actual article: https://iifl-help.smallcase.com/en/articles/3125090-sip-for-smallcases/p>

Thank you @shikha d​! The one common factor I'm seeing across the examples you've shared with me is that Google is flagging the SSL for the "old" URL but not for the new one. I've flagged this with the team who handle Articles, and I'll let you know as soon as I have an update 👍

Hey thank you for taking this up.

Can you please elaborate a little on "google flagging the SSL"

Of course!

(Apologies if I go into too much detail here, but I want to make sure that I cover everything!)

Your SSL certificate is what you set up to make your URL https:// instead of http://./p>

Your URL is https:// - however, when I visit the "old" URL, Google flags it as "not safe" (I say Google, because I'm using Chrome to view it).

However, when I go to the new URL, I don't get the same warning.This might be the cause of the problem (and I stress "might" because I don't know for sure). I've flagged this with our team as a possible cause, but I will let you know for definite what's happening here as soon as I hear back.

Thank you Eric. Let me discuss this internally once.

Hey @shikha d​, I've found out what's causing this issue for you, and it's nothing to do with your SSL certificate (that was a bit of a red herring, my apologies!)

The cause of this issue is articles created before we launched Articles Pro (in July 2019) and after we launched Articles Pro.

As part of the Articles Pro launch, and to prepare for multilingual Help Centers, we changed the format of Articles URL.

Any articles created before this launch are automatically redirected to the new URL format. The articles linked with your zeroda-help Help Center were created before this launch, which is why they're redirecting without issue.

However, any Articles created after the launch will only have the new URL applied to them - it's not possible to simply copy the old URL format and add a new domain (as it would appear you have done with your iifl-help and upstox-help Help Centers).

You will need to re-edit the links to the newly created articles (after July 2019) to link using the new format - it's not possible to use the old format, and there's no other workaround available.

Hi Intercommets :-)

Our client web portal links to articles that are on our Help Centre which runs on Intercom. There are two dead links that I need redirected. Here are the links below:

1. http://help.voys.co.za/Vialer

2. http://help.voys.co.za/Browser_Plugins"alt="http://http://help.voys.co.za/Browser_Plugins"target="_blank">http://help.voys.co.za/Browser_Plugins

The first one should be linking to, http://help.voys.co.za/en/articles/513739-the-voys-4g-app and the second one to http://help.voys.co.za/en/articles/3822458-setting-up-click-to-dial-for-chrome-or-firefox

Would you be able to help with creating a redirect?

Looking forward to hearing from you!

Hey @athini​, it's currently not possible to set up a manual redirect for Articles URLs. Is there anything preventing you from simply changing which URL these dead links point to on your client web portal?

Hi Eric,

Thanks for your response.

Since our help pages are built on Intercom and not on Wordpress (like our sister companies), our developers aren't able to do the redirect. They advised that it can only be on Intercom. The redirect itself cannot be done via client web portal.

Where on your client web portal are the dead links? Can you share a screenshot with me? How does the redirect to the Help Center happen on your client web portal?

If I click on; 'Plugins' I get directed to http://help.voys.co.za/Browser_Pluginsand 'Mobile app' to http://help.voys.co.za/Vialer./p>

Hello @athini​ ,If you can't redirect the URL, there is one workaround I want to suggest:

- Change new help center URL from Help to Support, docs and etc...

- Then ask your tech.team to manage domain help.yourdomain.com and set-up redirects to the new help center URL

In this workaround domain help will be managed by your team, they can create redirect from help.yourdomain.com/browser_plugins -> support.yourdomain.com/newarticle.

Hope you get it, that's the only solution if don't change the URL is mandatory.

Thank you for the pointers @roy s11​

@athini​ , Anytime, Merry Christmas and Happy new year 🎄

@eric f11​ 

​with regards to:

Anyny articles created before this launch are automatically redirected to the new URL format. The articles linked with your zeroda-help Help Center were created before this launch, which is why they're redirecting without issue.

​

There seems to be a https old url -> http​ new url -> https new url redirection, which breaks our intercom help center links on android devices webview due to the http redirect that happens. Is there a way to verify if this is the expected behaviour? or whether we can change something in our setup to fix this?

​

​

Hey @gaurav g​, do you have any GIFs or videos of this in action?

Hi @eric f11​ I do have a video of this https -> http -> https redirection

I think the redirection is not from old url -> http new url -> https new url, but from regular url to `.../en` http to `.../en` https

Attaching it here

Hey @gaurav g​, I'm afraid this video doesn't show the URL in the browser's address bar, is there any chance you could re-record it for me, please?

hey Eric, it will not be visible on the browser's address bar

you can see the 301 and 302 response on the network tab on the right​. i have hovered on it in the video to show you the exact urls