📢 Important Announcement: Changes to Kore.ai Support Portal Login Process [Effective July 26th, 2025]

Announcements
1

What’s Changing?

Current Login Experience:

At present, when users attempt to access https://support.kore.ai, they are automatically redirected to the Kore Platform US instance at https://bots.kore.ai.
To log in, users must provide their XO Platform credentials (created on either https://bots.kore.ai or https://platform.kore.ai).

📝 Note:
This change only affects how you log in to the Kore.ai Support Portal.
It does not impact your ability to access or sign in to the Kore.ai XO Platform (e.g., https://bots.kore.ai or https://platform.kore.ai).

We’re removing the requirement to use XO Platform credentials for accessing support services, allowing for a more straightforward and user-friendly experience.

While this process works, we understand it can be inconvenient and confusing, especially for users who interact solely with the support portal and may not use the XO platform otherwise.

That’s why we’ve worked to simplify this process.

🔐 New Login Experience (Effective July 26th, 2025):

You will now have the flexibility to log in directly to the Support Portal using:

  • :closed_lock_with_key: Username & Password – These are your dedicated Kore.ai Support Portal credentials

This means you no longer need to create or maintain a separate XO Platform account for support-related activities.

The benefits include:

  • Easier and faster access to support resources
  • Full control over your credentials
  • The ability to register directly on the portal and manage your account independently

✅ What Do Existing and New Users Need to Know?

Existing Users:

If you’ve used the support portal before, you won’t need to register again.
Simply click on the “Forgot Password” link on the login page to reset your credentials.
You’ll receive an email with instructions to create a new password. Once that’s done, you can continue accessing the portal with your updated credentials.

This is a one-time action to enable your new login path.

New Users:

If you haven’t accessed the support portal before, you can register directly by clicking the “Sign Up” button on the login page.
Once registered, you’ll receive a confirmation email—just activate your account to get started.

💡 Why This Change?

We’re simplifying the login experience to:

  • Provide a more intuitive, user-friendly authentication method for all users
  • Eliminate the need for users to register on https://bots.kore.ai (our XO Platform) just to access the Support Portal
  • Streamline access to critical support features like submitting tickets, viewing knowledge articles, and receiving updates

This change empowers users to manage their support accounts more independently, eliminating unnecessary complexity in the process.

🛡️ What About Users with Strict SSO (Single Sign-On) Requirements?

We understand that some organizations enforce security policies that mandate logging into platforms only via SSO and do not allow login via email/password.

At this time, the updated login experience for the Kore.ai Support Portal (effective July 26th, 2025) is based on username and password authentication only.

✅ Whitelisted Non-SSO Accounts (with Organizational Approval)

For strictly controlled environments, organizations may approve the creation of a few whitelisted support-only credentials (using approved domains or secure email aliases).
These accounts can be created with the appropriate internal controls and only used for support interaction purposes.

Example: support-admin@yourcompany.com - with access limited to your internal support team.

Other relevant stakeholders can be added in cc of the email thread of the ticket.

🚀 What Should You Do Now?

Beginning July 26th, 2025, here’s what to do:

  1. Visit https://support.kore.ai
  2. If you’re an existing user:
  • Click “Forgot Password” to reset your credentials
  • Follow the instructions sent to your registered email
  1. If you’re new to the portal:
  • Click “Sign Up” to register
  • Activate your account via email
  1. Log in using your updated or newly created credentials
  2. If you face any issues during login or registration, our support team is ready to assist at koresupport@kore.com

We appreciate your continued trust and support. This login update is one of several initiatives aimed at improving your overall experience with Kore.ai Support.

Thank you once again for your trust in Kore.ai.

Warm regards,

– The Kore.ai Support Team

2

Hi @srujan.madderla
How will this effect organisations using SSO to access support?

3

Hello Roger,

For users logging in via SSO, their profiles are already registered on the portal. They simply need to reset their password once using the “Forgot Password” option on the login page.

Hope this helps

Thank you,
Srujan Madderla
Kore.ai Community Team

4

So our current SSO users won’t be able to just use our SSO to log into support, like they do today then?

That seems like a backwards step to me!?

5

Hello,

Does this mean you are taking away SSO access to support page? What if we want to continue to use SSO to support page, will that option be still available?

6

Hello Kamal,

Kindly please refer to the above article.
SSO authentication is being removed from the Support Portal.

For users logging in via SSO, their profiles are already registered on the portal.
They simply need to reset their password once using the “Forgot Password” option on the login page.

Thank you,
Srujan Madderla

7

Hi Roger,

Your understanding is correct.
SSO option will be deactivated.

Thank you,
Srujan Madderla

8

Hello All,

We have updated the login process as described above.
As a new add on feature, we have provided a provision for end users to enable 2FA as a security measure and this will be optional.

End users can enable this feature by successfully logging into the support portal and then navigating to
“Edit my profile” on the top right corner.

image

Follow the instructions after your click on Manage 2FA and Click on “Save” button.

image
image481×527 13.3 KB

Thank you,
Kore.ai Support

9

Update - Some users have written back to us asking if we can set their passwords. Password reset is completely self-help.

:warning: Limitations

  • Kore cannot manually assign a password for an end-user Or see an end-user’s current passwords due to Zendesk’s security model.
  • The end-users need to ensure that their email ID is verified; otherwise, password emails might not go through.
  • From Kore Support Team, all we can help with is re-sending password reset link.

:closed_lock_with_key: How to Reset Your Password

:white_check_mark: Self-Help - Reset Password

Go to the login page and click: “Forgot my password”
Or follow this standard link

Once you input a valid email ID that is registered with us, you’ll receive an email to set a new password.

:warning: Please ensure that your organization allows email from support@kore.zendesk.com. This is very important to even receive ticket updates.