Restricting access to community content (Professional and Enterprise) Follow

professional enterprise plans

 TIMESAVER: Edit topic > Who can view > Signed-in users or Agents and Managers
Help Center managers can prevent some users from viewing the content of certain topics in the community. For example, you can configure a topic so that only users who have signed in can view it. Or, you can limit access to a topic to agents only. 

Related topics:

Understanding access restrictions at a glance

You can restrict viewing access for a community topic as follows.

Table 1.
User role Restrict by Tags

(need all tags)

Restrict by Organization

(need at least one org)

Restrict by Group

(need at least one group)

Anyone NO NO NO
Signed-in users YES YES

(ignored for agents)

NO
Agents and managers YES NO YES

These are the specific access restriction settings that are available:

  • Anyone can view the topic
  • Only signed-in users can view the topic
    • (Optional) Signed-in users who are in certain organizations
    • (Optional) Signed-in users who have certain tags
  • Only agents and Help Center managers can view the topic
    • (Optional) Agents and Help Center managers who are in certain groups
    • (Optional) Agents and Help Center managers who have certain tags
Note: If you you include tags and organizations, the user must have all the specified tags (either directly associated with the user or inherited through an organization) and must belong to at least one of the specified organizations. Likewise if you restrict by tags and groups, the agent must have all tags and at least one group.

Setting access restrictions for community topics

You can restrict viewing access for community topics.

Viewing restrictions do not apply to Help Center managers. Managers can access all sections in the Help Center, regardless of the restrictions.

To restrict access to a community topic

  1. Open the topic you want to restrict, then click Edit topic in the top menu bar.

  2. In the topic's sidebar on the right, under Who can view, click the drop-down menu, then select an access option.

    • Anyone Any user who visits your Help Center community can view this topic, without signing in.
    • Signed-in users Any users, including end-users, who sign in can view this topic.
    • Agents and managers Only agents and Help Center managers can view this topic. All administrators are automatically Help Center managers.
  3. Depending on your selection, you might be able to further restrict access in the Options section.

    For Signed-in users, you can restrict access by tag and organization. For Agents and managers, you can restrict access by tag and group.

    • Tags limits access to signed-in users with all of the specified tags. You can add multiple tags. Only users who have all of the specified tags can view the section.
      To add a tag, start typing, then select one of the matching tags that appears. You need to add the tag to a user before you can use it as a restriction (see Adding tags to users and organizations)
      Note: Be aware that, after signing in, users can view all tags associated with their profile by accessing the Help Center source code.
    • Organization limits access to users in the selected organizations. Any user who belongs to at least one of the organizations can view the section. The organization option is ignored for signed-in agents. Agents do not need to belong to one of the organizations to view the section.

      To add an organization, start typing the name of the organization, then select one of the matching organizations that appears. You can add multiple organizations.

    • Group (Professional and Enterprise only) limits access to agents in the selected groups. Any agent who belongs to at least one of the groups can view the section.

      To add a group, select a group from the drop-down menu or start typing, then select one of the matching groups that appears.

    Note: If you include tags and organizations, the user must have all the specified tags (either directly associated with the user or inherited through an organization) and must belong to at least one of the specified organizations. Likewise if you restrict by tags and groups, the agent must have all tags and at least one group.
    Note: Keep in mind that if your settings allow anyone to submit tickets, any visitor to your site can register while submitting a support request. This means they'll be able to access Help Center content restricted to signed-in users. For more information, see Configuring how end-users access and sign in to Zendesk Support.
  4. Click Update.
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