Setting Up Knowledge Base Permissions - Online Help | Zoho Desk

Setting Up Knowledge Base Permissions

In the Zoho Desk's Knowledge Base(KB) module, you have the provision to restrict access to any or all parts of the KB using the advanced access settings.
Support managers and agents can restrict access to the KB in the following levels:
  1. Article Level
  2. End-user Level
  3. Parent-child Section Level
  4. Category Level
  5. Knowledge Base Level

Article Level

When you create an article, you can choose to display it only to other agents on your help desk using the Agents only option. These articles will be marked 'Private' and visible only to your agents.
To mark an article as private
  1. Navigate to the desired article, and open the Article Details page.
  2. Click the Edit icon in the upper-right area of the page
  3. Under the Display Permission section in the right side, check the Agents only option.

  4. Click Publish.
    The article will be set as private and visible only to your agents. This particular article will not be available for your customers.

End-user Level

You can restrict access to certain articles for the customers who haven't registered for your help center using the Registered users option.
To make an article only accessible to your registered users
  1. Navigate to the desired article and open the Article Details page.
  2. Click the Edit icon in the upper-right area of the page.
  3. Under the Display Permission section in the right side, check the Registered. users option.

  4. Click Publish.
    The article will now be available only for the customers who have registered for the help center.

Parent-child Section Level

A category can have sections and sub-sections, known as a parent-child relationship. You can choose to hide articles under any of those sections or sub-sections in the help center
To hide sections and sub-sections
  1. Navigate to the Knowledge Base (KB) module.
  2. Click Manage KB from the left menu.
  3. Click Organize Categories under the Manage KB sub-menu.
  4. Click on the desired category.
  5. Hover  over the section and toggle the 'Show in Help Center' option to OFF.

The chosen section will now be hidden from your customers in the help center. You can change it back at any time. 

Category Level

Some categories might be used for your internal team purpose. In such cases, you can  hide the entire desired category from your customers.
To hide a entire category
  1. Navigate to the Knowledge Base (KB) module.
  2. Click Manage KB from the left menu.
  3. Click Organize Categories under the Manage KB sub-menu.
  4. Toggle the 'Hide from Help Center' option corresponding to the category to OFF. The entire category will now be hidden from your customers in the help center.Please note that when you hide a category, all the sections associated with it will also be hidden.
You can change the display permissions back at any time by enabling the Hide from Help Center' option corresponding to the category in the INACTIVE tab.
 

Knowledge Base Level

If you don't intend to add articles to your knowledge base, but would like to use the help centerfor other purposes, you can remove the knowledge base tab.
To remove the knowledge base tab from the help center
  1. Navigate to the Knowledge Base (KB) module.
  2. Click Manage KB from the left menu.
  3. Turn off the Display your knowledge base in your Help Center option.

The knowledge base tab will now be hidden from your help center. Please note that only help desk administrators can perform this operation.

 

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