You can limit access to your help center in two ways:
- Restricting your entire help center to signed-in users only
You can prevent anonymous visitors from accessing your help center by requiring end-users to sign in. This is known as arestrictedhelp center. Visitors will only see the sign-in page.
- Setting view permissions that restrict signed-in users to a user segment (this feature is not available on Suite Team)
You can define which of your help center users can have view access by setting the help center view permissions. The following options are available:
- Signed-in usersThis includes internal and external users who create an account and sign in to your help center.
- Agents and managersThis option is for staff members only, so that you can create content that is internal-only.
- Custom user segmentThis option enables you to restrict viewing access to specific users based on tags, organizations, or groups by applying custom user segments (seeCreating user segments to restrict access).
You can also restrict access to specific areas of your knowledge base (seeRestricting access to knowledge base content) and community (seeRestricting access to community content).
To restrict your help center visibility
- In Guide, click theSettings(
) icon in the sidebar.
- UnderSecurity, selectRequire sign in.
- (Optional) If you want to restrict your help center visibility to a segment, underRequire sign in, selectLimit to user segment, then open the dropdown menu and select aUser segment.Note:Restricting visibility to a user segment is not available on Suite Team.
By default, the visibility of your help center is set toSigned in users.
- ClickUpdate.
View restrictions do not apply to Guide admins. Admins can access all help center content, regardless of view permissions.
Note:You can restrict agents from viewing your help center. However, they will be able to create and edit articles in Guide.
24 Comments
Hi there,
My apologies if I have missed where this is, but I want to have our knowledge base open but then require login for particular articles. I have set some articles to be open to everyone and some for signed-in users.
In setting, I then switched off the option to require sign-in. However, when I update this option and return it is automatically turned back on.
Am I missing something!? Thank you for any help.
Hi James, no worries, this is a fine place to put your question – and welcome to the community!
You definitely want to leave the option to sign in turned on in your help center settings. That won't affect articles that are set to be visible to Everyone. If you didn't allow people to sign in, there'd be no way for them to sign in and see the articles that require sign-in. Does that help clarify?
Hi@...and others, I'm looking for some clarification around end user behavior if "require sign-in" is turned off. My Help Center uses SSO and is currently requiring sign-in. When I test disabling this setting, I see that a non-authenticated user is prompted to sign-in when browsing. However, when the non-authenticated user enters a search term, they're sent to the search results page with no results and no prompt to sign-in for more. Can you recommend how to address this? My goal is to not require sign-in for my Help Center in general, but require it for most articles. I understand I can set that up by disabling the general setting and setting the visibility of articles to Signed in users, but the problem is that search results for a non-authenticated make it seem like there are no related articles, even though there are. Any guidance is much appreciated.
Hi Lauren,
I'd like to dig deeper into the behaviour that your end-user is experiencing. I'll create a ticket for you, please expect an email shortly.
Hi Dave,
I have a unique situation. I have over 5 brands in my Zendesk environment. The 5 brands are accessible to anyone. It is set up that way under the end-user general setting. Now I have two brands that I would like to set up restrictions for. I tried to set up these settings on the help center level, but when I try to submit a ticket, it said the ticket was submitted, but I also was directed to an error page. I am not sure what is going on. Do you have any advice for me? Thank you.
嗨,珍妮花,
Is your Help Center activated? Here's how you canactivate your Help Center
Hello Cheeny,
我已经建立了一个共有5 th已经帮助中心at is available to everyone and they work as expected. I do not receive any errors when submitting a form on these help centers.
I am setting up 2 new help centers that will require end-users to log in. The help center can be accessed, but when I complete the form I get the error page. They have been activated already. The ticket is successfully created and it shows up in our support center, but when you check the end-user profile, it shows that end-user doesn't have any tickets requested. Why is this happening?
嗨,珍妮花,
If so, I suggest that you reach out to ourCustomer Supportso they can have a closer look into your account.
I am adding some messages to the templates (e.g., home_page.hbs) and I want to control who can see them:
I found {{signed_in}} and implemented it as follows{{#if signed_in}}Message1{{else}}Message2{{/if}}and got the results I expected:
I can't find a way to separatesigned_ininto two groups like they are in Articles --Agents and adminsandSigned-in users. I would then be able to do something like this:
{{#if agent}}Message1{{else}}{{#if signed_in}}Message2{{else}}Message3{{/if}}{{/if}}Message4.
任何想法吗?
Finally found the answer inhttps://support.zendesk.com/hc/en-us/articles/4408887701146-How-can-I-hide-or-show-HTML-based-on-user-s-role-or-group-. Worked like a charm!!!
Hi. Are these restricted help centre users priced at the same level ($19/mo) OR are they free?
My use case is:
Make a help centre with 2 admin accounts. We will only publish a knowledge base. We want to make this KB available to 100+ signed-in users.
Thanks.
HiAKS,
This feature is available for Suite Team subscription and up or if you are subscribed to a Guide Professional subscription and up.
You can also check thislinkfor the pricing of each Suite plan.
I hope that helps!
I just set up a test brand for an Internal Only help center, and in settings I picked Sign In required, and then also selected Admin and Agents
But when I visit the help center, there is still an option to "sign up for access" how can this be removed or prevented? I want this Help Center totally closed unless users have been manually added by an admin?
To remove the option for your customers to sign up to your Help Center, disable theAnybody can submit ticketsoption. However, please take in mind that this will apply to all your brands. If you would like to completely hide the sign-up button, you may check How can I completely hide the sign up button from my Help Center?
I hope that helps!
Hi,
I have set my entire help center to signed-in users only.
Is there a way to have "some articles" viewable by unregistered users?
What does visible to Everyone mean in this context?
Yes, you can useuser segmentto restrict specific articles to signed-in users, and keep all other articles public so that unregistered viewers can still access your Help Center. However, you need to disable the required sign-in to guide
我创建了一个用户组and tag with the same name..."validated_user" and added the tag to an organization. This allows me to not only lock down the help center, but allows me to, essentially, approve new users. I approve them by adding the tag to their organization. One big problem though. Chat (messaging). Even though the help center page was restricted for my test account, I was still able to start a chat and open a ticket. Seems like a little hole in the user segment security. Thoughts?
It's possible that you are testing it on the same tab where you are logged in as Admin. Please try to access it on an incognito window and test the behavior again.
Is there a possibility to add restrictions at the category levels? Are there any plans to incorporate this feature. Restricting the access at article level is at times a cumbersome exercise.
There's no plans currently to set up restrictions at the category level at this time. I'd recommend creating a feedback post in ourHelp Center (Guide) Feedbacktopic for our product managers to review.
You can also view our Guide Knowledge Management Roadmap here:https://support.zendesk.com/hc/en-us/community/posts/4410198255386-Guide-Knowledge-Management-roadmap
I hope this helps!
I have followed the instructions to "To restrict your help center visibility" however, I am unable to select a newly created user segment i am looking to restrict. It is only showing me the "signed in end user" segment. How do I successfully allow some end users to sign in and see my help center and prevent others from creating accounts and accessing?
very strange, that it is still not showing for you.
It might be due to Browser settings, that it does still not appear for you. Therefore I recommend you try the following:
- Clear Cache and Cookies
- try it out of a different Browser
- try it out of an incognito window
- make sure that there are no outstanding updates of the Browser and PC itself
Furthermore, I will also go ahead to create a ticket on your behalf to investigate further.
Thanks Anne. Tried all recommendations. Still not resolved. I'll pick this up on the ticket.
Hi,
I have a few questions if I enableRequire sign in (and we plan to implement SSO):
Now, when I am signed into Zendesk as an admin and visit our Help Center, I see the home page, and I can clickSign in, but I don't have to fill out credentials; I am automatically signed in.
Or will they receive our platform's SSO sign in page and be redirected to the Help Center?
I appreciate any help you can provide :) Thanks!
Pleasesign into leave a comment.