How to separate internal Knowledgeable from users Knowledgeable?


  • Kasper Sørensen
    Zendesk Product Manager

    Hi Liran Ben Yosef

    You can certainly use Zendesk for both internal and external KBs. There are two typical ways to do it:

    • One help center with both internal and external content. In this case you should set the "Visible to" field of your internal articles to be a user segments that is for internal users only. Typically the "Agents and admins" segment.
    • Separate brands and help centers. You can create two (or more) brands in Zendesk and have a HC for each of them. The internal HC you can restrict to only internal users.
  • Maggie St.Clair

    We have done it both ways that Kasper Sorensen suggests. Originally we did it all in one brand with the different visible settings. But after a few articles were incorrectly labeled and made visible to customers we opted to move to using a separate brand. We still, obviously, need to set the setting correctly but our customers cannot find it as easily should we make a mistake. This has actually allowed us to expand our internal KB even more. We also had a wiki for our teams and all of that content now lives in the Internal KB as well. Both of these options are decent but moving to a separate brand was best for us. 

  • Liran Ben Yosef

    Thank you both!


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