- Visible to everyone includes anyone who visits your help center and does not require sign in.
-
Only visible to selected user segments select up to 10 user
segments from any of the following (Enterprise plan required to select
multiple user segments):
- Signed-in users includes internal and external users who create an account and sign in to your help center.
-
Agents and admins includes team members only, so that
you can create content that is internal-only. Note: Light agents are included in this segment. For a list of light agent permissions, see Understanding and setting light agent permissions.
- Custom user segment allows you to restrict viewing access to specific users based on tags, organizations, or groups by applying user segments. See Creating user segments to restrict access.
You set view permissions at the article level, not the section or category level. You must be a Guide admin or an agent with publishing permissions to set view permissions for articles.
If visibility for all the articles in a section is internal, then the section will not be visible to end-users, but if one article in an internal section is visible to any end-users, then the section will become visible as well.
View restrictions do not apply to Guide admins. Admins can access all knowledge base content, regardless of the view permissions.
To set view permissions for an existing knowledge base article
- In your help center, navigate to the article you want to edit, then click
Edit article in the top menu bar.
Alternatively, in Guide, click the Manage articles (
) icon in the sidebar, then select an article from an article list to open it in edit mode.
- If the Article settings panel is not displayed in the sidebar, click
the Article settings icon (
) to expand the panel.
- Click the Placement card to expand the Placement panel.
- Under Viewing permissions, select one of the following options to
determine which users can view this article:
-
Only visible to selected user segments select up to 10 user
segments from any of the following (Enterprise plan required to
select multiple user segments):
- Signed-in users includes internal and external users who create an account and sign in to your help center.
-
Agents and admins includes team members only,
so that you can create content that is
internal-only. Note: Light agents are included in this segment. For a list of light agent permissions, see Understanding and setting light agent permissions.
- Custom user segment allows you to restrict viewing access to specific users based on tags, organizations, or groups by applying user segments. See Creating user segments to restrict access.
- Visible to everyone includes anyone who visits your help center and does not require sign in.
-
Only visible to selected user segments select up to 10 user
segments from any of the following (Enterprise plan required to
select multiple user segments):
- Click Update settings.
To set access restrictions in the community, see Applying user segments to restrict access to community content.
43 comments
Omnilert Support
Also would like to bump the need to be able to assign articles to MULTIPLE user segments. It would make managing access much simpler than having to create a new "segment" for each filter.
0
Bill Brooks
Hello, our company would like to restrict access to our help center to signed in users. But, we do not want just anyone to be able to create an account. We want to control who has an account for Help Center access. However, we would like to allow anyone to be able submit a ticket via email. Can you please point me to where in the settings we would enable such a restriction, (to have only admins and agent be able to grant KB access to users, but allowing anyone to submit a ticket via email).
thank you,
Bill
0
Anne Ronalter
here you can see, how Restricting help center access to signed-in end-users is possible to set up.
Here you can also find more details on this topic:
How do I remove the ability for customers to sign up for our account?
0
System Administrator
I think this is the right thread to ask this. Trying to see if it's possible to restrict access on some product articles AND is it possible to restrict access to an end user's ability to submit a ticket? Use case, clients in implementation have typically never had access to ZD, they get it when they 'go live', but I would like to grant access to specific product documentation and no access to ticket submission. We do have a free Brand we could use, but I would prefer not to do that.
0
Joel Sandi
Is there a way to see a log of changes to visibility permissions for a given article -- when did a change happen, to what permission, and by whom it was made?
I don't see this in the article Revisions or History.
0
Christine Diego
Unfortunately those information is not available through the History view in Guide. But you can send a ticket in Support if you have any recent article changes to check.
I would also encourage you to post this as a feature request in our feedback forum. Our Product Team reviews this forum regularly and it has inspired many of the enhancements we've made to Zendesk over the years.
0
GoGet Support
Hi, I have read the article and checked our article settings. The problem is, some articles are visible with no issue and some requires sign in despite the "view permission" setting is the same.
Can to advise please?
0
Cheeny Aban
I can see that one of our Engineers is already helping you with regard to your inquiry about access permissions to the article. Rest assured that we'll do our best to help you with this concern!
0
Mircea Jianu
Hello team.
Is there any possibility to publish articles that are not visible for users (help center that doesn't require authentication) but accessible via direct URLs?
Thanks!
0
Dainne Kiara Lucena-Laxamana
HI Mircea Jianu
Jake released a guide on how to hide certain parts of your Help center so your users can't view it without a direct link. Here's the guide: Selectively hiding Help Center components using Curlybars.
Hope this helps!
0
Sean Morrissey
In our enviroment, the requesters organization is equal to a user segment. The issue we have is an agent has access to all user segments. So when my agents use the knowledge base they get articles across all user segments. I would like for them to only see articles for the user segment based on the requestors organization/user segement. I was told if I was on enterprise I could create custom context panels. I do not think this is viable to one upgrade to enterprise or second create 100s of context panels. Any thoughts/suggestions
0
Adam Vorisek
This article mentions that up to ten segments can be added under viewing permissions, but neglects to mention that (per my conversation with support) this feature is only available on Enterprise plans, despite the check boxes at the top of the article confirming it is available for Professional plans and no mentions of further restrictions anywhere. That should probably be updated to avoid people wasting time trying to use a feature that is not actually available to them.
0
Julian von Schlanbusch
How do I give permission to a AI-bot to view an article in a closed segment. For example, now the AI-bot can only access the “Everyone” segment, how can I make use of the AI-bot for an internal help center, where only a certain user segment has access?
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