With Freshdesk, you can create articles for all your customers, or keep it specific for select companies based on the type of support or industry they belong to or keep it strictly internal - just for your agents. This can be set under 'Visibility', for every folder you create.


Go to Solutions > select the required category and check the box next to the folders you are looking to change visibility for, click on the 'Visible to' dropdown and choose to have the folders visible to: 

  • All users 
  • Logged in users
  • Agents 
  • Select companies 
  • Bot