Is there a feature to publish a hidden article but only a direct link works to access it?

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  • John Abram

    what is the alterative?


  • John Abram

    "article's visibility in Guide to prevent exposing it to others" what does this mean?


  • Devan - Community Manager
    Zendesk Community Team

    Hello John Abram,

    At this time, the suggested method of "restricting the article's visibility in Guide to prevent exposing it to others" is our recommended alternative. I've linked an article below that goes into detail on how to implement this in your help center. 

    Setting view permissions on articles with user segments

    Best regards. 

  • Cosmin

    It has been a year, is there a solution for this please? How about with custom code or template?

    We need to be able to create articles and post a direct link somewhere without the exposure in the Support portal as a section. 


  • Nicole Saunders
    Zendesk Community Team

    Hi Cosmin - 

    The solution continues to be what Devan suggested above:
    1. Restrict the article to a user segment
    2. Add the individuals you wish to grant access to that user segment

    Now those users will be able to see the article, but users not in that segment will not. 

  • Ryan T

    Just echoing that I believe this would be a great feature. Our product team is constantly running non-public pilot programs with a large number of our clients, and we need to provide our clients with help content about the pilot program(s) they are participating in.

    With clients being added to these pilot programs daily, it's not feasible for us to edit the user segments constantly. As a result, we're managing help content offline, outside of Zendesk. It would be great if we could get these into Zendesk!

  • Will Yolen

    I agree with Ryan, Zendesk would seriously benefit from the ability to have a more nuanced control over visibility of articles. It is not feasible to maintain client/customer user segments and it is detrimental to try to force a customer to log in in order to read a certain article. 

    Please make the change so that an article is only viewable with the direct link (but is still hidden from the help center)

  • Manon Lehent

    When dealing with multiple brands and/or product ranges, we need to provide specific content only to a few, sometimes just to avoid confusion. Sadly, not everyone can log in to match a user segment, nor can we retrieve their email addresses to give them access. In this case, that would be after they initiated contact -meaning too late and, most of all, useless.

    The options we're given right now are too limiting for us to manage properly our customer experience.

    We need to hide our articles. :)

  • Niels Norg

    I can only agree with the comments above, this feature would be great to have. We have deliberately chosen not to let our users log in to our helpcenter. Segmentation would therefore not be the solution for us.

    Please let us know if you are willing to reconsider this option in the near future.
    Devan - Community Manager Nicole Saunders

  • Nicole Saunders
    Zendesk Community Team

    Hi Nils, 

    Devan and I are not product managers, rather, we help to run the user community. So, feature requests like this aren't up to us. 

    To get your feedback and feature requests in front of the product managers, please follow our official product feedback intake process, which is to post in the community. That is where PM's will read and respond to user feedback. If you haven't participated there before, here are our product feedback guidelines and tips for writing an effective feedback post


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