Managing Help Center Permissions
When you set up the Help Center, you must determine who should have access to it. You may allow anyone to access the Help Center or only those who have registered for it. Providing an open Help Center is less of an effort for your legitimate customers who may only choose to read through your articles or community posts. However, it may lead to receiving spam or irrelevant tickets in your Zoho Desk.
On the other hand, customers will stand to benefit when they register for your Help Center. It allows your customers to:
- Track the status of their tickets.
- Submit their tickets without being asked for their email address (pre-filled).
- View their most recent Help Center activities under the My Area section.
- Complete their user profile including other modes of contact (like Facebook, Twitter, etc.,) so that future correspondence from these channels will stay in sync with their Help Center account.
Setting Help Center Access Permissions
All Zoho Desk administrators will have the permission to manage the Help Center. As an administrator, you can set the access permissions for the Help Center.
To set access permission:
- Click the Setup icon (
) in the top bar.
- In the Setup Landing page, click Help Center under Channels.
- In the Access Settings page, enable Customers must register to access the Help Center option under Permissions.
The changes will be saved instantly.
Enabling this option will direct your customers to the login page where they need to sign in or register to access your Help Center.
Note:
- In an open Help Center, customers can submit tickets and search for solutions in the knowledge base. However, they must log in to track the status of their tickets.
Other Permissions
Creating a successful community forum can be a difficult task for any business. It needs dedication and resources to maintain a lively and resourceful community. Keeping this in mind, Zoho Desk allows you to display or hide the Community from your customers in the Help Center.
To hide the community:
- Click the Setup icon (
) in the top bar.
- In the Setup Landing page, click Help Center under Channels.
- In the Access Settings page, disable Display Community in the Help Center option under Permissions.
The changes will be saved instantly.
It is quite common for users of an organization (Ex. account) to view tickets submitted by others from the same organization. You can enable this option for your Help Center so that users can see all tickets of their company rather than just the ones created from their own email address.
To allow users to view all tickets:
- Click the Setup icon (
) in the top bar.
- In the Setup Landing page, click Help Center under Channels.
- In the Access Settings page, enable Customers can view tickets of other users in their account option under Permissions.
The changes will be saved instantly.
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