Restrict Help Center category

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13 Comments

  • Julie Shaw

    The link 'Restricting end-user access to knowledge base content' goes to a topic of how to organize articles - it is not about restricting or allowing access.

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  • Jessie Schutz
    Zendesk team member

    Hey Julie! Thanks for the heads-up. I've got the linked update now. :)

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  • Candace Alexandres

    This is fine if you only have a handful of sections but if you have a ton of sections living within a category, this would be very tedious. I'd like to see the ability to have restrictions on not just the section level, but the category level as well. 

    3
  • Jessie Schutz
    Zendesk team member

    Hi Candace!

    Thank you for the suggestion! I checked our Product Feedback forum and was surprised to see that there doesn't seem to be a thread for this yet.

    If you're willing, it would be great if you could hop over there and share your detailed use case. This helps our Product Managers understand the problem you're trying to solve with your suggestion, and gives other users the opportunity to vote and share their own use cases.

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  • Liz

    This is probably a question with an obvious answer that I've just missed somewhere, but I'm new to Zendesk Guide and working on building our company's new Help Center and I haven't been able to figure out the answer.

    Our Guide came pre-populated with about eight questions for Agents and Mangers about using and setting up Guide. As I'm working on building our Help Center site for end users and trying to make final decisions about what categories we will use, I'm not finding any way to HIDE the category with these questions.

    I can't tell if it's only visible because I'm an agent and am logged in and will be invisible to end users, because our site isn't activated yet and won't be until it's ready. (I assume that's the point of having an Activate feature.) So if I'm not logged in I can't see the site at all, and if I'm logged in I see all categories.

    And even if I were confident that it is going to disappear on the end user side once we activate our site, I would still want to be able to see EXACTLY how the site will look to end users now, before activating, while I'm making final decisions about categories and layout.

    Is there any way to hide this category and to preview how that will look? I don't want to delete it all together, since it's helpful to have all the questions for my team. I've changed the visibility on each article from Everyone to Agents and Managers (why they were set for visibility to Everyone I can't imagine), as suggested on this thread, but the category and sections still show up.

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  • Nicole S.
    Zendesk Community Team

    Hi Liz -

    Setting the visibility to "Agents & Managers" was the correct first step. But you're right that it looks different to you when you're logged in vs. how it will look to your end users when it's activated.

    There is a preview mode in Guide that you'll want to use in order to see what things will look like for your end-users. Go to Guide Admin, and then click on the eyeball logo in the left-hand menu. This will take you to your theme(s). Click on your theme. Then, a bar should appear at the top with an option that says "preview role" and you can select to view it as an end-user.

    More information on this can be found in this article: Previewing your Help Center theme

    Check that out and let us know if additional questions come up.

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  • Liz

    Ah! Perfect. Thanks.

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  • Nicole S.
    Zendesk Community Team

    You're welcome!

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  • Oliver Jackson

    Hey all,

    It still doesn't seem any clearer to me whether we can create private categories or sections. If I wanted a category or section can be viewed solely by our staff, this currently isn't possible right?

    Would the workaround be to house internally-visible articles amongst other publicly viewable articles in publicly viewable sections or categories?

    Hope that makes sense, and thanks in advance!

    O.

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  • Brett Bowser
    Zendesk Community Team

    Hey Oliver,

    You're correct and you'll want to host all internal articles within one place. If all articles are internal only, then the Section the articles are within will also be hidden.

    If all Sections within the Category are hidden due to all articles being restricted, then the Category itself will also be hidden.

    Let me know if that doesn't make sense as I'd be happy to assist further :) 

    1
  • Melody Quinn

    My help center is not activated yet and have noticed that sometimes when I view my site (but not always), I am able to access the preview mode without having to view the theme in admin. I am not to identify why or when I get this preview option, but would like to know. 

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Melody,

    This preview mode you're reference can remain open even after navigating away from your Help Center if you did not select the close preview option. If you did previously view the theme and did not select the close preview option, that would explain why you see the banner above.

    Let me know if this causes any issues on your end as I'm happy to assist further.

    Cheers!

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  • Melody Quinn

    Hi Brett, 

    We are having internal employees test the help center before we activate it, but they do not have editing rights and do not have the ability to go into Guide Admin. Is there a way for them to log into preview mode and the ability to test as different users? That is the main reason why I am interested in how to reproduce preview mode for agents who do not have editing rights. 

    Thank you for your quick responses, you are always very helpful! 

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