You can deactivate a help center, if necessary, after it has been activated. You must be a Support admin to deactivate a help center. Deactivating your help center does not delete the help center or any of its contents. It simply hides it from end-users.
When deactivated, end-users can no longer access that help center. Guide admins and agents can access a help center when it is deactivated, and agents using Knowledge in agent workspace can still access internal articles.
If you have set up multiple brands, you can deactivate the help center for each brand individually.
To deactivate your help center
- In Guide, click the Settings icon (
) in the sidebar, then click Guide settings. - On the settings page, select Deactivate at the bottom of the settings page.
- Click Update.
- Click Yes, deactivate to confirm that you want to deactivate your help center.
You can reactivate your help center by clicking Activate at the top of the settings page.
7 Comments
Hi,
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.
Thanks
Cheers.
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!
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.
Cheers,
Blanca | Customer Advocate
Chat with our live support!
https://support.zendesk.com/hc/en-us
Ok ... what do we do in this scenario?
Thanks!
While the guide is deactivated, is content still accessible via API, such as for tools like chat bots?
Thanks!
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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