Respect Help Center Visibility Settings for Knowledge Base Sync Between Zoho

Respect Help Center Visibility Settings for Knowledge Base Sync Between Zoho

Dear Zoho SalesIQ Team,

We’d like to suggest an important improvement to the integration between Zoho Desk and Zoho SalesIQ with regard to the knowledge base synchronization.

Current Behavior

SalesIQ offers excellent functionality by allowing us to sync our Zoho Desk knowledge base and surface help articles to visitors during live chat interactions or via Answer Bot.

However, we’ve noticed that articles and sections marked as “Hidden from Help Center” in Zoho Desk are still being synced and shown in Zoho SalesIQ. This exposes content we intended to keep internal or unpublished, and creates confusion for both administrators and end users.

Why This Is a Problem

  • Loss of Control: SalesIQ displays articles that are hidden from public view in the Help Center, undermining the intended privacy settings.

  • Duplication of Management: While it's possible to manually disable sections and categories from within SalesIQ by setting their visibility, this creates an unnecessary layer of content management.

  • Inconsistent Experience: SalesIQ essentially functions as an extension of the Help Center. Showing hidden content in SalesIQ breaks consistency in what is publicly available.

  • Higher Risk of Human Error: Maintaining visibility settings in two separate systems increases the risk of mistakenly exposing sensitive or incomplete articles.

Proposed Solution

We propose that SalesIQ should automatically respect the visibility status of articles and sections from Zoho Desk:

  • If an article or section is hidden from the Help Center in Zoho Desk, it should be excluded from synchronization or be automatically disabled in SalesIQ.

  • Optionally, a toggle could be introduced in SalesIQ under the knowledge base sync settings:
    ☑ Respect Help Center visibility settings from Zoho Desk

This ensures administrators retain a single source of truth and control over what content is shown to end users, without needing to manually manage article visibility in two separate locations.

Benefits

  • 🔒 Better Privacy & Control: Prevents unintended exposure of hidden or internal content.

  • 🔄 Centralized Management: Keeps article visibility logic fully within Zoho Desk.

  • ✅ Consistency: Ensures SalesIQ and the Help Center present a unified experience.

  • ⏱ Time Savings: Eliminates the need for duplicate manual adjustments in SalesIQ.

We believe this small but impactful improvement would significantly enhance the usefulness and safety of the knowledge base integration between Zoho Desk and SalesIQ.

Thank you for your continued innovation and attention to user needs.

Warm regards,
Ram

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