You can deactivate a Help Center, if necessary, after it has been activated. You must be a Support admin to deactivate a Help Center. Deactivating your Help Center does not delete the Help Center or any of its contents. It simply hides it from end-users.
When deactivated, end-users can no longer access that Help Center. Guide admins and agents can access a Help Center when it is disabled.
If you have set up multiple brands, you can deactivate the Help Center for each brand individually.
To deactivate your Help Center
- In
Guide, click the Settings icon (
) in the sidebar, then click
Guide
settings. - On the
settings
page, select
Deactivate
at the bottom of the settings
page.
- Click Update.
- Click Yes, deactivate to confirm that you want to deactivate your Help Center.
Now end-users can no longer access your Help Center, but Guide admins and agents still have access to the Help Center.
You can reactivate Help Center by clicking Activate at the top of the settings page.
12 Comments
Any way to reset it - get rid of bulk articles that are no longer relevent?
What if I only want to temporarily deactivate my Help Center? Is there a way to restore (reactivate) my Help Center and still retain all of my Articles from before? Or will deactivating wipe everything?
Hi,
What happens if deactivated? Do we lose everything?
We are thinking of using ZD only for our tickets, but our knowledge base would be stored somewhere else. I'd like to understand how we can manage this.
Thanks,
Thomas
Hi Thomas!
Disabling your Help Center just makes it so it's not visible to your customers Everything stays exactly has you have it, and your agents and HC managers can access everything that's there.
Hi there,
What is the difference in steps to deactivate only one brand of the Help Centre, please?
Thanks,
Lisa
Hi Lisa,
Thanks for checking in with us on this. There are no different in steps to take in order to deactivate a particular help center which is linked to one of the brands on your Zendesk. All you need to do is simply navigate to the help center for the brand in question, and then follow the steps above in this guide to deactivate from there.
If you run into any issues doing this please do let us know and we'll be happy to help you further from there. :)
Best,
Amie
Thanks!
Lisa
If I deactivate my help center, will it no longer be accessible via my ZenDesk Web Widget?
If I deactivate Help Center, will Answer Bot stop sending suggestions in responses to customer (email) tickets?
If so, is there a way to deactivate the Help Center, but have Answer Bot send suggestions to the customers?
Hi Ibrahim,
Answer bot will only send suggestions using the content from your Help Center. If the Help Center is de-activated then there would be no content available to provide the requester of the ticket.
Let me know if the above doesn't make sense.
Cheers!
Hi,
When we disable Help Center, the users are now redirecting to the URL ending with "/hc/" .... which leads to a "page not found" result and the link to "go back to the home page" is looping to the same page. Which means that Zendesk is unavailable to end users.
Does someone know where to disable the redirect to the help center and let the users land in the SUPPORT part of Zendesk with ticket list, just like the agents do ?
This is really blocking for us.
Thanks
Cheers.
Hey Olivier,
There's actually no way for end-users to access the agent interface in Support at this time. They can only access the Help Center if it's been activated for them. Otherwise the expected behavior is that they will be taken to a page is not found since they don't have access to any location on your account.
Perhaps you'll want to set up a Request Only Help Center so they have a landing page when they navigate to your account? The article I linked should help point you in the right direction for setting that up.
I hope this helps!
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