Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Admin |
Deactivating takes the help centre offline without deleting anything. What happens to your links is the part to plan.
Deactivate it
- Open Knowledge admin and select Settings, the gear icon in the sidebar.
- In the help centre settings, click Deactivate at the bottom, then Update.
- Confirm with Yes, deactivate. You have to be a Support admin to do this.
Articles, categories and sections stay. Nothing is deleted, and reactivating from the top of the same settings page brings it all back.
It hides the help centre from end users and from nobody else. Knowledge admins and agents keep their access, and agents using Knowledge in the Agent Workspace can still reach internal articles, so the knowledge panel beside a ticket goes on working.
What breaks
- Every link you have published. In emails, macros, your website, search results.
- AI answers, which draw on your articles.
- The customer portal, where customers follow their requests.
That last one surprises people: deactivating the help centre takes away the place customers see their own tickets.
Before you do it
Work out what points at it. Macros with article links, trigger messages, your website's support page. All of those need somewhere else to point.
Restricting is usually better
Where the reason is that content is not ready or should not be public, restricting visibility keeps everything working while limiting who reads it. Deactivation is for genuinely retiring a help centre.
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