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Best practices for creating an internal knowledge base



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Jennifer Rowe

Zendesk Documentation Team

Edited Feb 07, 2025


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Is it possible to link internal articles to specific forms and suggest articles to agents, in a similar way we can suggest articles to end users?

Appreciate the help.

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Anne Ronalter

Zendesk Customer Care

Hello Rebeca,

Thank you for your Feedback on that, unfortunately, this is currently not possible.

As a workaround, Macros might be an option for you.
Here you can find more details on Creating macros for tickets and Using macros to update tickets.

Also, using the Knowledge Capture App could be useful in this case.

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In this article, you said that you (Zendesk) moved your internal/external documentation from a multibrand setup to a single help center so staff could search across all articles; was this before you could actually search across all help centers? I'm just asking because I was looking into possibly setting up a new brand just so we could place our internal content into a separate help center, but we would still need to be able to see search results from both help centers in the main (original) help center. Is this not possible? If not, what is the Enabling search across multiple help centers about?

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Mike DR

Zendesk Customer Care

Hi Ashely!

I followed the steps in this article: Enabling search across multiple help centers and set it up for the first time in my test environment, I am able to search for the articles in another Zendesk Help Center :) 

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Awesome—I'm excited that it works. Thank you Mike!!

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We're thinking of implementing an internal KB, and my only concern is that agents accidentally link to an internal article within their public response. Will it allow agents to do that?

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