Support Portal URL Whitelisting Requirements
Article ID: 1000766086
Updated On:
Description
1.Global Shared Services (Wildcard Domains)
The following domains provide underlying infrastructure (CDNs, APIs, and Security) for multiple support portals. These should be whitelisted at the firewall/proxy level.
- *.cloud.com (Core Application Hosting)
- *.wolkenservicedesk.com (Ticketing Platform Infrastructure)
- *.trustarc.com (Privacy and Compliance)
- *googleapis.com (Font and API Services)
- *.cloudflare.com (Performance and DDoS Protection)
- *.gstatic.com (Static Content Delivery)
- s3.us-west-2.amazonaws.com (to download the case attachments)
2.Business Unit Specific Portals
A. Wolken Ticketing Infrastructure
These URLs are critical for accessing the support desks of specific product lines (Arctera, InfoScale, Enterprise Vault, and Backup Exec).
Product / Service | Primary Support URL | API / Cloud Integration |
Arctera | https://support.arctera.com | https://supportarctera.cloud.com/ |
InfoScale | https://support.infoscale.com | https://supportinfoscale.cloud.com/ |
Enterprise Vault | https://support.enterprisevault.com | https://supportenterprisevault.cloud.com/ |
Backup Exec | https://support.backupexec.com | https://supportbackupexec.cloud.com/ |
Backend/Shared | https://wmaster.wolkenservicedesk.com | https://api-csm.cloud.com/ |
CDN/Static | https://cdn.wolkenservicedesk.com | https://api-backupexec.cloud.com/ |
B. Zoom Remote Support & Collaboration
Required for LIVE chat and remote screen sharing and technical meetings with support engineers.
Network Firewall IP Whitelisting
- Customer should allow the following IPs and domains for Zoom bot to function:
- Protocol: TCP
- Port: 443
- IP Ranges: 170.114.0.0/16 and 134.224.0.0/16
- Domains: https://*.zoom.us and https://zoom.us
- Refer to official Zoom Firewall Rules: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060548#contact-center
C. Kore.ai (Search)
Required for AI-driven search. Note the inclusion of the WebSocket (WSS) protocol.
- Web Portal: https://platform.kore.ai
- WebSockets: wss://platform.kore.ai (Required for real-time chat)
- Authentication: https://koremw.corp.cloud.com/generateJWT
3.Implementation Guidance
- Protocol Support: Ensure both HTTPS (Port 443) and WSS (Port 443) are permitted for the domains listed.
- SSL Inspection: If your organization performs deep packet inspection (DPI), ensure that the certificates for *.kore.ai and *.zoom.us are excluded if connectivity issues arise.
- Wildcard Matching: It is highly recommended to use wildcard whitelisting (e.g., *.cloud.com) rather than individual IP addresses, as IP ranges for these cloud services change frequently.
Issue/Introduction
To ensure uninterrupted access to technical support services, ticketing systems, and real-time collaboration tools, organizations must permit outbound traffic to the domains listed in this document. Failure to whitelist these URLs may result in broken UI elements, inability to submit support cases, or failure of real-time chat functionalities.
