Deactivating your Help Center

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  • Olivier Bruylandt


    When we disable Help Center, the users are now redirecting to the URL ending with "/hc/"  .... which leads to a "page not found" result and the link to "go back to the home page" is looping to the same page. Which means that Zendesk is unavailable to end users.

    Does someone know where to disable the redirect to the help center and let the users land in the SUPPORT part of Zendesk with ticket list, just like the agents do ?

    This is really blocking for us.

  • Brett Bowser
    Zendesk Community Manager

    Hey Olivier,

    There's actually no way for end-users to access the agent interface in Support at this time. They can only access the Help Center if it's been activated for them. Otherwise the expected behavior is that they will be taken to a page is not found since they don't have access to any location on your account.

    Perhaps you'll want to set up a Request Only Help Center so they have a landing page when they navigate to your account? The article I linked should help point you in the right direction for setting that up.

    I hope this helps!

  • Blanca
    Zendesk Customer Care

    Hi James,

    The widget will only send suggestions using the content from your Help Center. So If the Help Center is deactivated then there would be no content available. Additionally, this won't be available through the mobile SDK as well. I hope this clarifies your question.

    Blanca | Customer Advocate

    Chat with our live support!

  • David Williams

    Ok ... what do we do in this scenario?

    • signed up for ZenDesk trial
    • set up / activated the guide
    • paid for Team Support license without the help centre / guide
    • trial ended, but didn't manually deactivate the guide
    • Now users are still redirected to .../hc even though the guide is not there
    • Can't disable it, because every time I try to go the guide it redirects me to the regular ZenDesk admin page
  • Brett Bowser
    Zendesk Community Manager
    Hey David, it looks like you have a ticket open with our Customer Care team regarding this issue. They will continue working with you to get your questions answered and the issue resolved.
  • Lauren Mulkern

    While the guide is deactivated, is content still accessible via API, such as for tools like chat bots?


  • Joyce
    Zendesk Customer Care
    Hello Lauren,
    Chatbots or any third-party tools whose purpose is to serve Guide articles will only send articles to requesters/end users that they have access to. If your articles are all restricted or Guide is deactivated, no articles are suggested.
    You can also visit the article Troubleshooting: Answer Bot isn't suggesting articles for more information.

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