Can we restirct the users to just use Zendesk Gather

4 Kommentare

  • Ifra Saqlain
    Community Moderator

    Hi, So you can deactivate the community by Guide Admin Screen > Gather Tab > Uncheck the Activate Community checkbox > Click Save button.

     

     

     

    Thanks

     

     

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  • Brianne Reinhardt

    Geosley Andrades It sounds like you just want your users to use the Community features (Gather) and not the Knowledge Base or Help Center features (Guide), is that correct?

    Are you also saying you don't want them to be able to create support tickets (Support)?

    The first is possible if you are able to edit your theme code. Currently, we rolled out our Community before the rest of our Help Center, so we needed exactly what you are asking - just the Community with no user access to Guide. Our use case is temporary though. What I did was comment out any code on the community template pages that referenced back to the Help Center pages, and manually replaced links back to the Community. This included breadcrumbs, links in the footer and header links, error page, profile page, etc. I also had to customize our search page to only display results filtered for the Community - this required a little Javascript. We only provide users the link to the Community directly, and they would have to know to manually change the URL to see our Guide home page. For us, we do plan on using Guide eventually, so I didn't mess with the home page, but in theory you could clear out the home page with a single link back to the Community or just re-direct to the community page (using Javascript) whenever they visit the home page.

    The second option without ticketing is also possible I suppose, you would remove the form for submitting a ticket from the header. I wouldn't necessarily recommend that though, seems like a lot of Zendesk products going unused. You need to purchase Support, Guide, and Gather to use Gather.

    So it's possible, but not necessarily a best practice. Hope this helps!

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  • Ifra Saqlain
    Community Moderator

    Brianne Campbell, I'll also try this because new thing for me.

    Thanks to share the knowledge.

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  • Geosley Andrades

    Thanks, Brianne Reinhardt for your reply.  Like you rightly mentioned we were able to prevent them from navigating to the support link by changing the theme.

    Our use case is slightly the opposite. We already have a mature Support knowledge base which is currently only shared with our Clients. While we don't want to restrict the general community to view the support knowledge base. Adding them into Zendesk by default gives them the automatic rights to both gather and support which allows them to create tickets.

    We were able to do this by a workaround by setting specific triggers on ticket creation to mark them as ignored if generated by the non-client community user. But still in the hunt for a more full-proof solution to block the same if by any chance they hit the Support URL directly.

     

     

     

     

     

     

     

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