Options for Ticket Portal Authentication for onprem | Community
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Options for Ticket Portal Authentication for onprem

  • May 1, 2026
  • 1 reply
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Has anyone successfully managed to setup access for customers to the ticket portal without using JWT authentication? 

We’re not a SaaS business, and our customers run the software on premises, often behind firewalls without access to the internet, so integrating intercom into the platform is a non starter. 

I’m looking at launching with Email & Slack channels, but have hit a blocker with the ticket portal feature - ideally I do not want to have to build a customer interface to surface this to customers. 

Best answer by Sean Meade Forum Support Lead

Hi ​@Matt Monks , Seán here from the Fin technical support team 👋

This is currently a product limitation, it isn’t currently possible without the Messenger/auth setup.

The Tickets Portal requires Intercom Messenger to be installed for logged-in users, plus a Help Center custom domain with cookie forwarding, and the current requirements doc says Messenger security with JWTs must be enforced for the portal to work securely.

So if your customers are running on-prem behind firewalls and embedding Intercom in the product is a non-starter, the native Tickets Portal probably won’t be a fit in that setup today, you would likely need to use the tickets endpoint to create one for this setup.

That said, we always love hearing what our customers want, and the best place to share feedback like this is our Community Product Wishlist. I'd recommend searching there first to see if a similar request already exists, and if it does you can upvote it or add your comments. If not, you can create a new one here: Product Wishlist.

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    Intercom Team
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    Hi ​@Matt Monks , Seán here from the Fin technical support team 👋

    This is currently a product limitation, it isn’t currently possible without the Messenger/auth setup.

    The Tickets Portal requires Intercom Messenger to be installed for logged-in users, plus a Help Center custom domain with cookie forwarding, and the current requirements doc says Messenger security with JWTs must be enforced for the portal to work securely.

    So if your customers are running on-prem behind firewalls and embedding Intercom in the product is a non-starter, the native Tickets Portal probably won’t be a fit in that setup today, you would likely need to use the tickets endpoint to create one for this setup.

    That said, we always love hearing what our customers want, and the best place to share feedback like this is our Community Product Wishlist. I'd recommend searching there first to see if a similar request already exists, and if it does you can upvote it or add your comments. If not, you can create a new one here: Product Wishlist.

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