Plan requirement
| Subscription | Suite Growth or higher, Guide Professional or higher |
| Access | Admin |
Notification emails can include restricted articles. Convenient, and a decision about where your restricted content ends up.
Set it
- Open the settings of your help centre.
- Choose whether restricted content may appear in email notifications.
- Save.
What it changes
With it on, an agent linking a restricted article into a ticket reply sends its content in the email. With it off, the recipient gets a link that asks them to sign in.
The argument for on
Internal use. Colleagues receiving a notification get the answer in the message rather than a link, a sign-in and a second look. Where the audience is your own staff, that is straightforwardly better.
The argument for off
Email leaves your control. It is forwarded, it sits in mailboxes for years, and it is read on devices you know nothing about. Content restricted for a reason is content that should stay behind the sign-in.
The restriction exists because somebody decided not everybody should read it. Emailing it makes that decision moot.
How to choose
Look at what is actually restricted. If it is internal process notes, on is reasonable. If any of it is confidential, off, and accept the extra click.
Where both kinds exist, the safer setting plus a separate route for the internal case beats one convenient setting applied to everything.
Tell the agents
Either way, they should know: whether linking a restricted article shares its content, or whether the customer will hit a sign-in they cannot pass.
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