Plan requirement
| App | Knowledge Share |
| Subscription | Any Zendesk Support plan |
| Access | Agent |
The app can only reach help centres that are open to everyone, and that is a limit of Zendesk rather than a setting.
The short answer
No. Only publicly available articles can be searched and linked. Any help centre that asks the reader to sign in is out of reach.
Why
The app searches an external help centre the way any visitor would. It has no account there and no way to be given one, so anything behind a sign-in returns nothing.
This is a security limit on Zendesk's side. It is not a setting we have chosen to leave off.
What that rules out
- A supplier's help centre that only their customers can read.
- Your own help centre if it is restricted to signed-in users.
- Anything behind a login page, even one that would let your agents in.
Your own restricted articles
The point worth knowing: if your help centre is signed-in only, the app cannot search it either. Teams are caught out by this when they restrict their help centre for good reasons and lose the search at the same time.
What to do instead
Where the material has to be reachable, a public section with the articles agents share most often solves it. Everything genuinely internal stays restricted and gets found another way.
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