Susan Reed

Jupete Manitas we have been trying to months, following advice from this article as well as Zendesk support, to get SSO to allow our users to view restricted content in our Help Center via Search in the Help widget, without avail. This article gives the impression that SSO is the bridge which will enable the restricted content to render Search results in the Help widget. Are you saying this will never work? That even those users who are signed into our platform and through SSO they are also signed into our Help Center, the Search tool in the Help widget still will not render search results for restricted content? Why would that be?

Bobby Koch Drew Roy For the record, we are not trying to integrate with Pendo. We are only trying to get the Zendesk Help widget search engine to render results for our restricted content in the Zendesk Knowledge Base, which should not be this difficult considering it's the same platform. Only one unrestricted article does render results in the search tool. We are trying to implement the steps in the following article next to see if that works, after months of effort:

https://support.zendesk.com/hc/en-us/articles/4408838925082-Enabling-authenticated-visitors-in-Web-Widget-Classic-

Bobby Koch We have not yet solved this issue despite many emails and calls with Zendesk support. However we are currently developing the most promising solution presented by a senior Zendesk support person and we will post a comment in about a month with our results.

We are having a real difficult time trying to get the search field in the Zendesk Help button to generate content from our restricted Help Center articles as well. We have completed the steps outlined in this article with no improvement. We have outreached to Zendesk support and their guidance has also provided no results. 

Our Help Center articles are only available for our registered clients and thus restricted. We've been told by Zendesk support that the Search will render if we remove the content restriction but this goes against our company policy. 

We really need to speak with a specialist who can help analysis and help resolve this issue for us which we've been working on without success for months. Thank you for your help!