Internal Knowledge Base article - Community / Feature Request - Deskpro Support

Internal Knowledge Base article Finished

Martin Dauwa

Search hidden knowledgebase-Article or set status to an internal article that not published in the customer view<br /><br /> also see (and search) the article in agent-view

Comments (11)

Tommy Jackson

acum 12 ani

Please add this!

Tommy Jackson

acum 11 ani

Much needed!!!

Hann

acum 11 ani

definitely!

Schat.net

acum 11 ani

this would be cool Like what was in version 3

Ben Goldberg

acum 11 ani

This would be great. Sometimes international articles support and technical tips are appropriate for staff, but not the clients.

Brian Polackoff

acum 10 ani

+ 1 for this. Thanks!

James Warner

acum 10 ani

You can already do this in the way you want I think - by assigning your agents to a usergroup - then just set the permissions on a new category for that usergroup only!

Jason Voice

acum 10 ani

We do this by simply adding unpublished FAQ's to a category with no permissions, and agents view them through the publish section of the agent interface. Jame's way above will give you the full user front end view too.

Ben Henley

acum 10 ani

As James said, you can set this up by creating an agents-only usergroup - I've written a detailed how-to article: https://support.deskpro.com/kb/articles/261-can-i-have-internal-knowledgebase-articles-for-my-agents-only

Tommy Jackson

acum 10 ani

User group works, but we would really like to be able to have both agent and user KBs in same category, so if the issue was printers, agents could see all in one place.

Ben Henley

acum 10 ani

Tommy, what you could do is use a subcategory for the agent-only articles, then restrict access to the subcategory. When your agents browse the category they would see something like this: https://support.deskpro.com/file.php/153386ADATGXBWYZDQSGM0/kb-agentonly-subcat.png

New Feature Request

Author: Martin Dauwa
Last update: 4 dec. 2012
Category: Publish