In support, and especially B2B support, it’s fairly common to restrict specific content in your Knowledge Base and/or your contact form depending on who’s currently connected to your Zendesk. For example, when supporting multiple companies, you don’t want Company A to see Company B’s Knowledge Base articles. Company C might be the only one allowed to see a specific ticket form. Or, perhaps, Company D would like a specific email template. Every company has different customizations and you need to stay on top of them all.
In this tip, I’ll show you how you can easily automate a customization process using single sign-on (SS0).
We’ll do this in 4 sections:
- Setting up a JSON Web Token to enable single sign-On
- Creating a restricted Knowledge Base
- Customizing the Help Centre theme to hide/show ticket forms
- Customizing the emails being sent to your end-users based on the organization
Head to the forums to learn more
Keep the knowledge flowing. For more tips like this, check out our Zendesk’s Tip of the Week collection.