Plan requirement
| Subscription | Any plan |
| Access | Agent |
You can see the article and your customer cannot. Five causes, and the first two account for nearly all of them.
Symptoms
- A customer says a link gives them nothing.
- They cannot find an article you can search for easily.
- Some customers see it and others do not.
Resolution steps
1. You are signed in as an agent
Agents see everything. The fastest test is a private window, signed out. If it disappears there, it is not public.
2. The article is restricted
Check its visibility. An article for signed-in users only gives an anonymous visitor nothing, and a link to it looks broken from their side.
3. The customer is not signed in
Or has signed in with a different address from the one you expect, which puts them outside a segment built on organisation or tag.
4. It is not published
A draft is invisible to everyone but its editors.
5. The section is restricted
An article can be public inside a section that is not. Check both.
What the customer sees
Usually a page saying it does not exist, rather than one saying they lack permission. So a restricted article and a deleted one look identical to them, which is why they report it as a broken link.
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