Plan requirement
| App | Knowledge Share |
| Subscription | Any Zendesk Support plan |
| Access | Agent |
The app reaches only help centres that are open to everyone. For restricted content there is a different route, and it is Zendesk's own.
Can the app search a help centre that asks for a sign-in?
No. Knowledge Share searches and links public articles from an external help centre. It reads that help centre the way any visitor would, with no account and no way to be given one, so anything behind a sign-in returns nothing.
What that rules out
- A supplier's help centre that only their own customers can read.
- Your own help centre, if you have restricted it to signed-in users.
- Anything behind a login page, even one your agents could pass themselves.
That second one catches teams out: restrict the help centre for good reasons, lose the search in the same move.
What if the content is restricted?
Then use Zendesk's own external content connection rather than the app. A Knowledge admin opens Manage articles, then External content > Connections, connects the Zendesk source and enters the other account's URL. Turning on Access restricted articles and supplying an email address with an API token syncs the non-public articles too. That token has a shelf life: API tokens stop working on 30 April 2027. See Creating and managing API tokens.
Leave those credentials out and the connection carries only public content, in every locale of that subdomain. Each subdomain needs its own connection, and the feature sits on Knowledge Professional or Enterprise.
Or publish the part that has to travel
A public section holding the articles agents share most often solves it without any connection at all. Everything genuinely internal stays restricted and gets found another way.
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