Restricting Help Center access to signed-in end-users

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19 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 S.
    Zendesk Community Team

    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 S.
    Zendesk Community Team

    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 Schutz
    Zendesk team member

    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 Schutz
    Zendesk team member

    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!

    3
  • Jon Daniels
    Zendesk Customer Advocate

    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!

    1
  • Rain

    Hi there,

    I want anyone including anonymous visitors can review the help center.

    I didn't select Require sign in, but it still pops up the sign-in page for visitors.

    What should I do?

    Thanks!

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  • Jessie Schutz
    Zendesk team member

    Hi Rain!

    Double check to make sure that your Help Center is published so it can been seen by anonymous users, and make sure that the restrictions on your articles are to to Everyone. That should take care of it!

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  • Guillermo Teibo

    Any anonymus visitor can register and then access my Help Center ?

    How can I restrict the access to only a domain, or maybe only a specific users (not agents)

    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hi Guillermo,

    Have you had a chance to read the following article? Permitting only added users to submit tickets

    The above article goes over setting up a Closed Zendesk account as well as restricting Guide content to signed-in users.

    If you don't want to set up a Closed Zendesk account you can restrict knowledge base content using user segments instead.

    Additionally, you may want to look into setting up whitelisting/blacklisting rules as mentioned in the article I attached.

    Let me know if you have any other questions for me :)

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  • Ulla Dyrum

    As far as I can see then anybody can create a log-in to Guide. Is there any way to restrict users so it  is only known or verified users that can have access? Alternatively can we have a notification when a new user logs in, so we don't get random users who has access to our Guides?

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  • Katie Dougherty
    Zendesk Community Team

    Hi Ulla Dyrum,

    Thanks for reaching out! 

    You can restrict users so that only known/verified users can have access to your Guide Help Center. For more information, see the article: Setting view permissions on articles with user segments.

    It does not seem like it is possible to restrict access to the help center by requiring users to request access and then approving them one-by-one. If you have a moment, I would encourage you to post this feedback in our Guide Product Feedback section where other members can upvote your suggestion and our Product Managers can get back to you! 

    I have included a further explanation and workaround below: 

    1. You can have a fully locked help center (the most restrictive option) where customers can't even request or create an account. 
    2. You can have a locked help center and enable the “sign up” button that allows end users to create a profile without any verification.
    3. The workaround would be to have a closed/locked help center but allow users to "sign up" and create an account. Your content can still be locked by using a User Segment -- and then adding the new customer to the user segment manually would be how they get "approved" to see the content. 

    For more information on advanced sign-in options, see the article: Configuring end-user access and sign-in.

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  • Marina Gu

    If we restrict our Help Center content to 'signed-in users' (and have set up SSO, so customers using our IdP can seamlessly login using existing credentials), then does it matter if we make an article viewable to 'Everyone' or viewable to 'Signed-in users' only? Would that affect anything? 

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  • Nicole S.
    Zendesk Community Team

    Hi Marina,

    If your Help Center is restricted to signed-in users only, making an article visible to "everyone" should not affect anything. This would only matter if you changed your overall HC permissions in the future and made it visible to users who are not signed in.

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  • Marina Gu

    Thank you for confirming!

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