Restricting help center access to signed-in end-users

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  • 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.

  • Dave Dyson
    Zendesk Community Manager

    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?

  • 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.

  • 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. 

  • 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.

  • 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.


  • 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?

  • 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.


  • 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?

  • 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.



  • 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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