Has anyone here found a way to make an internal only knowledge base? We want to use the solutions section to upload documents only for agents and the ones for customers. Freshdesk does not have a way to do this to prevent anything in solutions from being inserted into a ticket.
There is a filter in the KB, on folder level where you can define for that one folder "Visible to". That can be among others Agents, Logged in users, All users.
That would seem to cover your requirement. If you put everything on Agents, then the entire KB would be internal only.
4 months ago
Thanks for your comment but this is incorrect as we have found. If there is an item in the solutions section marked for agent only, when you are in a ticket, you can insert any document that is in solutions regardless if only for agents.
I mentioned this in my original post.
Ashwin K N
about 1 month ago
I believe you want to have an ability to restrict the agents from adding the solution articles that are visible only to them.
We understand your need for this feature is a valid requirement and an exciting feature request at our end. We'll definitely keep you posted on updates on this.