Restricting access to knowledge base content in Zendesk Help Center

Help Center managers can prevent some users from viewing the content of certain sections in the knowledge base. For example, you can configure a section so that only users who have signed in can view it.

You can combine public and private sections in the same category. However, you can't combine public and private articles in the same section.

Viewing access to a section can be restricted as follows:

• Anyone can view the section
• Only signed-in users can view the section
  • (Optional) Signed-in users who are in certain organizations
  • (Optional) Signed-in users who have certain tags
• Only agents and Help Center managers can view the section (available for Plus and Enterprise only)
  • (Optional) Agents and Help Center managers who are in certain groups
  • (Optional) Agents and Help Center managers who have certain tags

To restrict access to a knowledge base section

1. Navigate to the section in the knowledge base that you want to restrict.
2. Click Edit this section in the tools panel on the lower-right side of the page.
3. In the section's sidebar on the right, under Who can view, click the drop-down menu, then select an access option.
   • Anyone means that any user who visits your Help Center knowledge base can view this section, without signing in.
   • Signed-in users means that any users in your Zendesk, including end-users, who sign in can view this section.
   • Agents and managers (Plus and Enterprise only) means that only agents and Help Center managers in your Zendesk can view this section. All administrators automatically have Help Center manager privileges.

   

4. Depending on your selection, you might be able to further restrict access in the Optionssection.

   If you selected Signed-in users, you can restrict access by tag and organization. If you selected Agents and managers (Plus and Enterprise only), you can restrict access by tag and group.

   

   • Tags limits access to end-users and organizations with the specified tags. You can add multiple tags. Only users who have all of the specified tags will be able to view the section.
     To add a tag, start typing, then select one of the matching tags that appears.

     Note: You need to add the tag to a user before you can use it as a restriction.
   • Organization limits access to users in the selected organizations. Any user who belongs to at least one of the organizations will be able to view the section.

     To add an organization, start typing the name of the organization, then select one of the matching organizations that appears. You can add multiple organizations.

   • Group (Plus and Enterprise only) limits access to agents in the selected groups. Any user who belongs to at least one of the groups will be able to view the section.

     To add a group, select a group from the drop-down menu or start typing, then select one of the matching groups that appears