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Restricting help center access to signed-in end users



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Jennifer Rowe

Zendesk Documentation Team

Edited Feb 12, 2025


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35 comments

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?

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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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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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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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