When an unauthenticated user accesses a private knowledge base article via a direct link (outside the portal login flow), they are currently shown an Intercom page prompting them to log in through a link.
We request an improved flow where users are instead redirected directly to an Identity Provider (IdP), in our case Okta, and after successful authentication, automatically returned to the article they originally attempted to access.
Requested behavior:
User clicks a direct link to a private article.
If not authenticated, they are redirected straight to the login screen.
After login, they are automatically returned to the originally requested article.
Current issue:
The current flow introduces extra steps and confusion by showing an intermediary page rather than directing users straight to login.
Benefit:
This creates a smoother user experience and reduces friction for users accessing support content through shared or bookmarked article links.
We appreciate your consideration on this matter. Please let us know if you need additional input that could help your Product Management team evaluate the request.