We have one website “a.com”. Whenever, a user click on specific text on a.com, it redirect to help.a.com where help center article are showing. Now our main domain is changed from a.com to b.c.d.net . So whenever user click on the same specific text in the new domain, it redirect to help.a.com but help center article are not showing.
To my understanding, this issue occured due to session cookie not set because of changed in the domain, ie, b.c.d.net
Can someone guide what should be the best and quickest way to resolve this issue?
Answered
Not able to accessing Help Center Article in new domain
Best answer by Steeve Cayla
What you have is 2 things:
- In the settings you mention in 2, you are indeed using help.a.com - this needs to be changed to the other one.
- In your DNS settings of a.com, you currently have a CNAME that is pointing from “help” to your intercom help center. You need to do the same config for your d.net config. You’d need to create a CNAME for help.b.c to point to your intercom help center.
In theory and if you are using HTTP or HTTPS quick setup, it should be quite instant, although could take a few minutes for the HTTPS setting to propagate.
+6hey
You're right, this is likely happening because b.c.d.net and help.a.com are on different domains, so the session cookie doesn’t carry over.
Quickest fix: update your help center to something like help.b.c.d.net so it's under the same domain. That way, sessions stay intact and the articles load properly.
If that’s not possible, you might need to make the help center public or handle session sharing another way, but matching domains is the cleanest solution.
Ok.
1. So if I update the help center to “help.b.c.d.net”, my article stop working on “help.a.com” right?
2. Also changing to “help.b.c.d.net” required server setup , SSL cert etc from my end or is it just change the configuration at Settings → Help Center → Configure and Style → Domain → Custom Help Center domain and update it to “help.b.c.d.net” . Any article for referrence will help a lot.
3. How much downtime do I expect if no server setup, SSL cert etc are required from my end and only configuration changes for the same. Reason I am asking is we have only one intercom account which is referring everywhere (TST, UAT, DEV etc)
Appologies if I misunderstanding something as I am totally new to intercom.
+5
What you have is 2 things:
- In the settings you mention in 2, you are indeed using help.a.com - this needs to be changed to the other one.
- In your DNS settings of a.com, you currently have a CNAME that is pointing from “help” to your intercom help center. You need to do the same config for your d.net config. You’d need to create a CNAME for help.b.c to point to your intercom help center.
In theory and if you are using HTTP or HTTPS quick setup, it should be quite instant, although could take a few minutes for the HTTPS setting to propagate.
+5Brilliant
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