Restricting help center access to signed-in end users

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35 Comments

  • James Storey

    Hi there, 

    My apologies if I have missed where this is, but I want to have our knowledge base open but then require login for particular articles. I have set some articles to be open to everyone and some for signed-in users.

    In setting, I then switched off the option to require sign-in. However, when I update this option and return it is automatically turned back on.

    Am I missing something!? Thank you for any help.

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  • Dave Dyson

    Hi James, no worries, this is a fine place to put your question – and welcome to the community!

    You definitely want to leave the option to sign in turned on in your help center settings. That won't affect articles that are set to be visible to Everyone. If you didn't allow people to sign in, there'd be no way for them to sign in and see the articles that require sign-in. Does that help clarify?

    -1
  • Lauren Ward

    Hi @... and others, I'm looking for some clarification around end user behavior if "require sign-in" is turned off. My Help Center uses SSO and is currently requiring sign-in. When I test disabling this setting, I see that a non-authenticated user is prompted to sign-in when browsing. However, when the non-authenticated user enters a search term, they're sent to the search results page with no results and no prompt to sign-in for more. Can you recommend how to address this? My goal is to not require sign-in for my Help Center in general, but require it for most articles. I understand I can set that up by disabling the general setting and setting the visibility of articles to Signed in users, but the problem is that search results for a non-authenticated make it seem like there are no related articles, even though there are. Any guidance is much appreciated.

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  • Ariane Frances dela Cruz

    Hi Lauren,

    I'd like to dig deeper into the behaviour that your end-user is experiencing. I'll create a ticket for you, please expect an email shortly. 

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  • Jen Ma

    Hi Dave,

    I have a unique situation. I have over 5 brands in my Zendesk environment. The 5 brands are accessible to anyone. It is set up that way under the end-user general setting.  Now I have two brands that I would like to set up restrictions for. I tried to set up these settings on the help center level, but when I try to submit a ticket, it said the ticket was submitted, but I also was directed to an error page.  I am not sure what is going on. Do you have any advice for me?  Thank you.

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Jennifer,

    Is your Help Center activated? Here's how you can activate your Help Center

    1. In Guide, click the Settings () icon in the sidebar.
    2. In Guide settings, click Activate.
    3. Click Activate again to confirm that you want to activate your help center.
    4. Click Enable spam filter (see Using the spam filter to prevent help center spam).
    5. Read the agreement, then click Enable spam filter again to agree to the terms.

     

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  • Jen Ma

    Hello Cheeny,

    I have set up a total of 5 help centers already that is available to everyone and they work as expected. I do not receive any errors when submitting a form on these help centers.

    I am setting up 2 new help centers that will require end-users to log in. The help center can be accessed, but when I complete the form I get the error page. They have been activated already. The ticket is successfully created and it shows up in our support center, but when you check the end-user profile, it shows that end-user doesn't have any tickets requested. Why is this happening?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Jennifer,

    If so, I suggest that you reach out to our Customer Support so they can have a closer look into your account.

     

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  • Thomas Foley

    I am adding some messages to the templates (e.g., home_page.hbs) and I want to control who can see them:

    • Message1 visible only to agents/admins.
    • Message2 visible only to signed-in users, not agents.
    • Message3 visible only to users who are not signed in.
    • Message4 visible to everyone (that one is easy).

    I found {{signed_in}} and implemented it as follows {{#if signed_in}}Message1{{else}}Message2{{/if}} and got the results I expected:

    • Message1 is visible to signed in users, including Agents.
    • Message2 is visible to all users who are not logged in..

    I can't find a way to separate signed_in into two groups like they are in Articles -- Agents and admins and Signed-in users.  I would then be able to do something like this:

    {{#if agent}}Message1{{else}}{{#if signed_in}}Message2{{else}}Message3{{/if}}{{/if}}Message4.

    Any thoughts?

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  • AKS

    Hi. Are these restricted help centre users priced at the same level ($19/mo) OR are they free?

    My use case is:

    Make a help centre with 2 admin accounts. We will only publish a knowledge base. We want to make this KB available to 100+ signed-in users.

    Thanks.

     

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  • Aubree
    Zendesk Customer Care

    Hi AKS,

    This feature is available for Suite Team subscription and up or if you are subscribed to a Guide Professional subscription and up. 

    You can also check this link for the pricing of each Suite plan. 

    I hope that helps! 

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  • William Grote

    I just set up a test brand for an Internal Only help center, and in settings I picked Sign In required, and then also selected Admin and Agents

    But when I visit the help center, there is still an option to "sign up for access"  how can this be removed or prevented?  I want this Help Center totally closed unless users have been manually added by an admin?

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi William, 

    To remove the option for your customers to sign up to your Help Center, disable the Anybody can submit tickets option. However, please take in mind that this will apply to all your brands. If you would like to completely hide the sign-up button, you may check How can I completely hide the sign up button from my Help Center?

    I hope that helps!
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  • Jeroen Mulder

    Hi,

    I have set my entire help center to signed-in users only.

    Is there a way to have "some articles" viewable by unregistered users?


    What does visible to Everyone mean in this context?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Jeroen, 

    Yes, you can use user segment to restrict specific articles to signed-in users, and keep all other articles public so that unregistered viewers can still access your Help Center. However, you need to disable the required sign-in to guide
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  • Tom Weinstock

    I created a user segment and tag with the same name..."validated_user" and added the tag to an organization.  This allows me to not only lock down the help center, but allows me to, essentially, approve new users.  I approve them by adding the tag to their organization.  One big problem though.  Chat (messaging).  Even though the help center page was restricted for my test account, I was still able to start a chat and open a ticket.  Seems like a little hole in the user segment security.  Thoughts?

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  • Dane
    Zendesk Engineering
    Hi Tom,
     
    It's possible that you are testing it on the same tab where you are logged in as Admin. Please try to access it on an incognito window and test the behavior again. 
    0
  • Mohit Sanyal

    Is there a possibility to add restrictions at the category levels? Are there any plans to incorporate this feature. Restricting the access at article level is at times a cumbersome exercise.

    1
  • Brett Bowser
    Zendesk Community Manager
    Hey Mohit,
     
    There's no plans currently to set up restrictions at the category level at this time. I'd recommend creating a feedback post in our Help Center (Guide) Feedback topic for our product managers to review.
     
    You can also view our Guide Knowledge Management Roadmap here: https://support.zendesk.com/hc/en-us/community/posts/4410198255386-Guide-Knowledge-Management-roadmap
     
    I hope this helps!
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  • Neal Shmidman

    I have followed the instructions to "To restrict your help center visibility" however, I am unable to select a newly created user segment i am looking to restrict. It is only showing me the "signed in end user" segment. How do I successfully allow some end users to sign in and see my help center and prevent others from creating accounts and accessing? 

     

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Neal,

    very strange, that it is still not showing for you.

    It might be due to Browser settings, that it does still not appear for you. Therefore I recommend you try the following:
    - Clear Cache and Cookies
    - try it out of a different Browser
    - try it out of an incognito window
    - make sure that there are no outstanding updates of the Browser and PC itself

    Furthermore, I will also go ahead to create a ticket on your behalf to investigate further.
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  • Neal Shmidman

    Thanks Anne. Tried all recommendations. Still not resolved. I'll pick this up on the ticket. 

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  • Oren Ben-Ami

    Hi,

    I have a few questions if I enable Require sign in (and we plan to implement SSO):

    1. Will end users see our Help Center home page and click Sign in at the top right?
      Now, when I am signed into Zendesk as an admin and visit our Help Center, I see the home page, and I can click Sign in, but I don't have to fill out credentials; I am automatically signed in.
      Or will they receive our platform's SSO sign in page and be redirected to the Help Center?
    2. Will I be able to go into an individual article and select Everyone in Article Settings > Visible to so I can have that particular article open for everyone?
    3. Will Google Analytics still work when I password-protect our site?

    I appreciate any help you can provide :) Thanks!

     

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  • Peter Lumley

    Hi Folks, 

    I am a newbie, so forgive me if this is a dumb question. I want to be able to restrict access to my Zendesk help centre to only paid users of my app. I would also like it if when they have logged into my app, their credentials could be pre-verified in Zendesk, meaning they would not need to log in separately. Making it a nicer user experience.

    So given I am a user when I select the help centre tab in the app, I am directed to the Zendesk help centre. 

    1
  • Jan Kadam

    Hi all!

    I am facing the same roadblock as Peter Lumley. I tried playing around with the end user authentication settings, but there's no option for users to just be logged in through our website. 

    If the help center is accessed through our website, there's no reason for users to have to sign in to Zendesk as well.

    I tried checking the box for external authentication, but my account doesn't allow me to do so. Is this something that is covered only in a higher subscription model? Would appreciate some help on this subject. 

    Thank you!

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  • Thomas Foley

    We have the same issue, but now I have a better understanding on the ramifications after talking with one of our lead developers and compliance officer (I'm paraphrasing here a bit).

    To be ISO compliant, you can't pass login credentials from one server to another server that is not inside the same domain (again, paraphrasing).

    Zendesk runs on their servers, our applications run on ours (and our Mobile App). We can't pass along user credentials from ours to theirs to access our help system and remaining ISO compliant. Kinda makes sense.

    So, here was our solution:

    1. We made sure all our proprietary content was for Signed In Users (easy to do with Manage Articles and bulk updating). For sensitive content, we make sure we use Agents and Admins to keep it internal.
    2. We removed the requirement for signing into the guide.
    3. We made one page for Everyone that welcomes them and then gives them a link to Sign In/Register.
    4. Once they go through the registration process, they have access to the Signed In User content. Most of our customers save their credentials in their browser to auto-fill next time they come in. So far, no complaints.

    This approach does mean you really have to watch the "Visible To" field on all your articles, but you can bulk check that pretty easy, too (I do this at the end of each day).

    One interesting side effect of all this, is that we did discover we had content we want to publish that didn't really need any kind of security -- marketing/sales type stuff that was once hosted elsewhere. It is kinda nice to have everything in one place.

    Oh, and we did add another guide (you can have up to 5 on most Zendesk suites, I think) that still requires login. This is, in fact, for internal use only. We modified the templates for that guide so the contents is only visible to Staff. All others who attempt to access it get pushed to the public guide.

    2
  • Dane
    Zendesk Engineering
    Hi Oren,

    1. End-users will not see the sign in option. They will be routed directly on the sign in page/SSO once your are on the Help Center URL.
    2. This is possible. However, if you have the option to "Require sign in" these articles will not appear as long as you are not signed in.
    3. This will only work for signed in users.
     
    Hope this helps!
     
    Hi Peter and Jan,
     
    Regarding this behavior, you will need to utilize Zendesk SSO option so that end-users on your app will also be logged in to the Help Center. Please take note that you will have to coordinate with your devs in order to implement this.
    2
  • Iain Macintyre

    Hi there,

    I am attempting to setup the Guide for use by our end-user costumers. I don't have the require sign-in option ticked however when I attempt to access the Help Centre as a customer I am redirected to a sign-up screen. How can I bypass this to allow any user to view articles?

    Thanks

    0
  • Hi All

    Is there a way to show the Guide Home Page to anonymous users but somehow restrict only certain users (eg: belonging to a particular Org) to sign in.

    In effect we want to show the Home Page to anyone but ONLY allow certain users to sign in to the Help Center.

    Many thanks.

    0

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