Is there a way to create an internal and external knowledge base?
Modified on: Thu, 27 Jul, 2017 at 1:37 AM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
You would be able to set the visibility of Solution folders to Agents alone or to Everyone, which can be used to create an Internal Knowledge Base.
You could create a New Folder and set it's visibility to Agents. The Solution Articles added to this folder would be visible only to the agents on your account and would be strictly internal.
The default folder which is Visible to Everyone would be the External Knowledge Base, where you could publish articles for both customers and agents.
When you click on a folder, you would find the Edit("Pen" icon) next to the Folder Name. You could click on that to set the Visibility of the Folder accordingly.
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