Restricting Help Center access to signed-in end-users

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10 Comments

  • James Pitcher

    It seems that files uploaded in assets can be publicly accessed - the link works without requiring a zendesk login even though we have Require sign in configured in our settings.  Is this right, is there a way to restrict this?

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  • Nicole - Community Manager

    Hey James - 

    That doesn't sound right, I'm going to dig into it a little bit. In the meantime, can you clarify for me - how are people getting the link in the first place?

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  • James Pitcher

    Hi Nicole,

    Thanks for the quick response.  You can get the link through wherever you've referenced the Asset, for example looking at the source url if you've added an image, or added a link to the asset on a page/article.  These links can be shared with non customers and they can be accessed without logging in.  This is not the case with Article attachments.

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  • Nicole - Community Manager

    Hey James - 

    That makes sense. I'm going to go ahead and create a ticket so our Customer Advocates can help out with this one; they may need to get some info about your account in order to sort it out for you. Look for an email form me shortly. 

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  • Pedro Reis

    Whatif i only want to force users to sign in to submit support requests, but not to view FAQ articles (Help center)

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  • Jessie - Community Manager

    Hi Pedro! Sorry for the delayed response!

    There isn't an in-product setting that will let you restrict ticket submission in that way; you'd need to use some JS magic to hide the Submit a Request link for anonymous users. 

    Luckily, one of our other Community members wrote up a Tip on how to do this exact thing! You can find that Tip here: Allow only signed-in users to submit a ticket.

    If you have any questions about it, put them in the comments on that Tip and someone will hopefully be able to help. :)

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  • Tim

    Clicking the "Require Sign In" box within Guide caused some unintended consequences for us....

    I want to do the opposite of what Pedro mentioned. I want to:

    • Require sign-in to access our Help Center (i.e. Guide).
    • But not require it for Chat or email/Support.

    So I checked "Require Sign In" as mentioned above. No problem, I figured.

    Much to my surprise, a Welcome email started going out to people who chatted us. It prompted them to "Please click the link below to create a password and sign-in."

    I had no idea that restricting our Help Center to signed-in users would also affect people who chat. That should probably be mentioned in the instructions above.

    Or if there's some way of restricting ONLY the Guide Help Center- without affecting Chat or Support - please let me know! That's what I'm after.

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  • Jessie - Community Manager

    Hi Tim!

    What you can do in this situation is just restrict each Section in your Help Center so that users must be signed in in order to view the content. That way your users will still be able to chat and email without getting that welcome email.

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  • Agustin

    Hello there! 

    We have a Backend platform to which our customers log in with a user name and password we provide.

    We want our customers to access content from the help center not by registering to Zendesk, but by using the username and password that we have provided.

    Is there any way we can do this?

    I don't think restricting the articles to a user segment would be a solution since we need them to provide a password as well. 

    Many thanks!

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  • Jon Daniels

    Hey Agustin!

    It sounds like you are looking to provide access to your help center through SSO, so I hope the following article helps you explore your options here:

    SSO (single sign-on) options in Zendesk

    If you are running into issues setting your particular system up, drop us a line at support@zendesk.com, we'll be happy to assist!

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