Zendesk Guide - Internal and External Knowledge Base

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  • Samuel Fresia

    We recently started moving some of our internal documentation into our primary help centre. Just as you mentioned, we set up a segment to limit visibility. We only put internal documentation related to supporting customers, but the idea is similar.

    The nice thing about having it all in one help centre (for us!) is that from the agent view on tickets, you don't have to change any filters to show other brands, you can go right to searching to find both internal and external docs!

    0
  • Ifra Saqlain
    Community Moderator
    Zendesk Luminary
    Most Engaged Community Member - 2022
    Most Engaged Community Member of The Year - 2021

    Hey Afton Rupert,

    I would recommend to use user segment for internal and external Knowledge Base.

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