Knowledge base link in customer view doesn't open knowledge base but ticket view instead

Technical assistance
1

Expected behavior:

  • When I log in into Zammad as customer and have knowledge base enabled, then clicking on “Knowledge base” link right below the “Overviews” link will open knowledge base in new browser tab. This URL is expected to be opened: https://domain/help/en-us

Actual behavior:

  • When I log in into Zammad as customer and have knowledge base enabled, then clicking on “Knowledge base” link right below the “Overviews” link will open tickets view in new browser tab. This URL actually opens: https://domain/#ticket/view/my_active_tickets

Steps to reproduce the behavior:

  • I’m actually not sure if this was like this since I installed Zammad or did it change during configuration. Currently, when I log in into Zammad as customer and have knowledge base enabled, then it should be as simple as clicking on “Knowledge base” link right below the “Overviews” link.
2

Did you change the knowledgebase URL by any chance?
What happens if you call your knowledgebase as logged in customer via https://domain/help ?
If that doesn’t work, please try also without authentication to ensure that one is failing as well.

Are there any public knowledgebase answers in your system?

3

  • Did you change the knowledgebase URL by any chance?
    I did not change knowledgebase URL. When being logged in as admin->Settings (gear icon)->Knowledge base->Custom URL->input box is empty

  • What happens if you call your knowledgebase as logged in customer via https://domain/help ?
    When I navigate browser to https://domain/#login, log in as customer and then write https://domain/help into address bar of browser and hit enter, then I get to knowledge base and I don’t see any issues. So navigating by hand to the URL works. I did notice that the “Knowledge Base” link (the one below “Overviews”) points to https://domain/#knowledge_base no matter if I’m logged in as admin/agent or as customer. Shouldn’t it point to https://domain/#knowledge_base only when being logged in as admin/agent and point to https://domain/help when being logged in as customer?

  • Are there any public knowledgebase answers in your system?
    yes, there are multiple categories and answers.

4

Any news on this topic? Any hints on how to fix this issue?

We still have users asking about this. So we did additional testing of our own and we found out the following:

If a person with two accounts - agent account and customer account - tries clicking on “Knowledge base” link, then it will work and properly show knowledge base even when being logged out of agent account and being logged in as customer account only, provided that this person logged in at least once with agent account on given browser.

Only people with customer account without agent account can reproduce this issue - when clicking on “Knowledge base” link, then it will not work and “Overviews” view will be shown in new browser tab instead.

So it seems that when logging out of agent account, it could have left something in the forms of cookies, etc., which allows the customer account to properly navigate to knowledge base - for those who have both agent and customer accounts.

Alternative way to reproduce this issue, for those with both agent and customer account, is to use incognito tab or use “persons” in Chrome, or use different browser on which agent did not log in previously - log in as customer and clicking on “Knowledge base” link will not work. There might be also other ways that I have not mentioned.

5

Please mark the text you want to reference in e.g. my article and then press “quote”.
This improves overview alot, because your answers are very hard to read and thus understand. (Not from what you’re writing, it’s an optical issue :x)

Woah stop right there.
Basically what you’re saying is that you have accounts that have both roles “customer” and “agent” !?

This is technically not possible and might be an old leftover.

Agents cannot, at any point, be customer and agent at the same time!
You need two different accounts for that if you have this requirenment.

Please provide the role configuration of the affected users.
If you happen to mix up agent and customer, ensure that this is no longer the case and try again.

6

No, we do not have account that has both customer and agent roles. I wrote that we have people that have two accounts. Not one account with both “customer” and “agent” roles, but two accounts - first with “customer” role and second with “agent” role. As administrator and person who installed Zammad on our computer, I have it like that, so that when I do changes to support system as admin/agent, then I can check how does our support system look like for a customer. Note that my account, which has agent role also has admin role. I assume that this is fine.

I have checked the customer role and permissions for this role and I have noticed that everything related to knowledge base was unchecked. I suppose this is the reason why it wasn’t working for customers. I checked the “knowledge_base”->“reader” permission and now when being logged in as customer, I can navigate the knowledge base and read the articles.

Thanks for the hint to check role permission configuration.

7

Okay perfect, glad I missunderstodd that part. :slight_smile:

That’s perfectly fine if you want it that way!

Please be aware that “knowledge base reader” permission allows the users to see knowledgebase answers being flagged as “internal”. This is potentially not what you really want.

I also tried to reproduce this issue but I can’t, I’m sorry.
I suspect an issue with your configuration in any kind, but can’t help further. :frowning:

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