Restricting access to Help Center knowledge base content Follow



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    Justin Palmer (Edited )

    Disregard this, I figured out a working solution. Thanks though! 

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    Jessie Schutz

    Glad you were able to get it working, Justin!

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    Jeroen Ten Holter

    I would like to add restrictions to a whole category instead off just a section. Is this possible as well?

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    Jessie Schutz

    Hey Jeroen!

    Restrictions aren't managed at the Category level, but if you restrict every Section in a Category, that Category will automatically be restricted and will not appear to users who don't have permission to view the Sections in it.

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    Adetona Ajao

    Hey guys!

    Bit of a curved ball question here:

    So we're trying to customize one of our help centers to make it exclusive to one segment of our clients. Let's call them "Segment A". Now, because of the nature of these types of users we get a metric ton of new "Segment A" users daily. 

    Now, we've set up one of our help center as restricted by making all sections of the HC restricted to Logged in users with certain tags. Let's call those tags B and C. 

    So my question is this:

    Since adding tags B and C manually is not an option (because some days we get well over the hundreds of new users), what would be the easiest way to automatize the addition of tags B and C into the user's profiles?

    Would a bulk import with defined tags work for our purposes?

    Can anyone think of a better solution than this one? We know that we could add them automatically through triggers the moment the clients send the first ticket. But until they send that first message, the HC has no way of knowing what are the user tags present.

    Was our analysis of our options correct, is this the only way (a bulk import) or is there any other way for the Help Center to import the user tags of users that have never sent a ticket? 

    Cheers and keep up the good work, everyone!



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    Hi Adetona- 

    Interesting question here! There is not mean in the Support agent interface to automate the tagging of users (besides using triggers and a user drop down field) however automating this process should be possible using our API and some type of custom script. 

    However, without developer resources this might be tricky therefore another means to manage this in bulk would like be organization membership. If you users have something in common like an email domain you bulk add end users to organization and then use the organization membership option for restricting content in Help Center. 

    Other options may be using user export to export users as needed, add the tags and other user level changes, and then user import to update the users with the tags.  Unfortunately, without knowing more of the specifics of the workflow it's challenging to provide more detailed options, however generally speaking organizations, bulk import/export, and our API are the three best tools available for bulk user management within Support. 

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    Nicolai Zerlang

    I Have the following challenge:

    My case is maybe a bit similar to Adetona: our product supports two type of customers: free and paid.

    I am trying to "lock out" customers of our free software to certain content on the Help Center that should only be available to paying customers.

    Multibrand doesn't support our use case here, and also it is a bit tedious to add a label to every paying customer to exclude them from the set articles, or add the organization to restricted sections each time they are created.

    What I would like to do is restrict access to sections (preferably articles), based on labels. so for example "If label = free customer" then prevent access to this section/article

    Maybe you have a suggestion to what else we can do? since right now labels are only proving a "show" option and not a "hide" option for the specified tags

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    David Peat

    Hi Jennifer,

    Thanks for this.

    I posted the request below a couple of years ago, and since it's still something that restricts our use of the Help Center, I thought now would be a good time to repost.

    My previous post was worded generically though so here's the exact use case:

    I’d like to enable/restrict access to certain Sections of our Help Center based on Organisation tags.

    However, this functionality is only available to restrict access based on Organisations with *all* in a list of tags as opposed to *any* in a list of tags.

    The use case is as follows. We have different categories of customer: end users, resellers, distributors (there are some others too but this is a simplification). Our database of organisations/users is in Salesforce, and this category field is synched to Zendesk as a tag. So organisations therefore have a tag "end_user", "reseller" or "distributor".

    I have sections I want to make available to resellers and distributors but not end users (i.e. one of these two tags). But this isn't possible.

    There are two possible workarounds:
    1. Apply other tags for Help Center access directly in Zendesk. But I don't want to do this because I want Salesforce to be the master copy of all the data.
    2. Get our Salesforce admin to implement these extra tags for me in Salesforce which could then be synched to Zendesk. This could work... i.e. let's say I have an "access_section_a" tag which gets set for Resellers and Distributors. But... if in the future we decide to make that section only available to one or other, then we would have to start over and do it all again.

    The end result of this has been that we haven't implemented either workaround and we publish much less content to the Help Center than I would like to.

    If I compare to Views in the agent interface, I can set a view using a combination of *all* and *any* conditions.

    So my question again is - it would be great to have this flexibility added to the Help Center - could it be possible?



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