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Product Feedback: permission for Help Center articles to be accessible via link only

Related products:Knowledge
  • May 21, 2024
  • 7 replies
  • 25 views
Atanas

Hi Team, 

 

I would like to suggest a new product feature concerning Help Center articles. Essentially, what we would like to have as an option in Article settings is to have an additional visibility option for articles. Namely for articles to be published, however visible and available only for end-users who have access to the article link. 

 

This will be particularly helpful in scenarios where we can have a dedicated article for a specific issue which we do not want to be publicly visible on HC for everyone. There is no workaround for this currently. 

 

Ideal solution would be to add the option in “Article Settings > Visible to” as Publish & Do not post on HC or Direct URL or something similar. 

    7 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • May 21, 2024
    Hey Atanas,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
      Orsolya Forster

      Hi @atanas , thanks for your feedback, I'm keen to understand this request better. Can you tell me more about the end users who have access to the shared link vs the end users who don't? What makes them different? How do end users have access to the link while others don't? I see that what you're asking for is a shared link similar to Google, just curious how it works in the context of a help center. Cheers!

      Atanas
      • Atanas
      • Author
      • Contributor
      • November 12, 2024

      Hi @orsolya, 

      Idea behind this suggestion is to have control over published articles and their visibiliy.

      Our particular use case in this situation would be the following:

      - An end-user has a very specific or sensitive issue/topic he needs to have information for. 

      - We create an article specifically for this case, however since it could be sensitive - we do not want to expose this article to all end-users. 

      - We need to have visibility restrictions on articles which will allow us to publish this article but not make it publicly visible.

      - By utilizing this restriction, only Admins and relevant team members with access will be able to view the article, then the URL of this article can be taken from the address bar and sent directly to the end-user, so that he can view it as well.

       

      This is somehow similar to custom forms which can be seen and accessed by end-users only via a direct link to the form itself. 

       

      Let me know if you need more information on this topic. 

       

        Orsolya Forster
        Thanks Atanas, I wonder how this solution scales, but I understand the use case. We can't currently prioritize this request due to other goals on the roadmap but I appreciate hearing about your case and record it to our backlog of improvement ideas. Cheers!
        J
        • Juliane12
        • November 20, 2024

        we have the same issue. I found this article: Workflow: Mit Curlybars gezielt Help-Center-Komponenten ausblenden – Zendesk-Hilfe

          Bailey12
          • Bailey12
          • April 23, 2025

          Hi All,

          I fully support this feature request: Permission for Help Center articles to be accessible via link only. This would be incredibly beneficial for me as well, as it would allow us to create articles tailored to specific issues without making them publicly visible to all users.

          This flexibility would make it much easier to handle sensitive or case-specific scenarios effectively.

            A
            • Alice11
            • Newcomer
            • May 12, 2025

            +1 vote. This is a basic feature available with other providers. We are currently transitioning to Zendesk and this is a big blocker for our teams using share-only links hosted on our Help Center. We need to find an alternative solution. 

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