Making articles visible to agents only

Internal articles in the same help centre agents already use, rather than a document nobody can find.

Internal articles in the same help centre agents already use, rather than a document nobody can find.

Make one internal

1. Open the article for editing and expand Article settings.
2. Click the Placement card.
3. Under Viewing permissions, select Only visible to selected user segments and choose the built-in segment Agents and admins.
4. Click Update settings.

Customers no longer see it, in the help centre or in search. Team members do, including in the knowledge section beside the ticket. Agents and admins takes in light agents as well, which is usually what you want and occasionally not. You can put up to ten segments on an article, but selecting more than one at all needs Enterprise; below that it is one segment per article.

Why this is better than a shared document

Agents are already in the help centre while working. An internal procedure there is found at the moment it is needed, alongside the customer-facing article on the same subject.

A procedure in a separate document is found by whoever remembers where it is, which is fewer people every month.

What belongs internally

• Escalation paths. Who to ask, and when.
• Anything with a threshold. When to offer a refund, when to escalate.
• Steps a customer should not do themselves.
• Context on customers or products that is true but not for publication.

Use a separate section

Keep internal articles in their own section rather than mixed in with public ones. Writers see at a glance which is which, and the visibility mistake becomes harder to make.

It also gives you a repair tool. Build an article list filtered by that section and set the permissions in bulk, which fixes every article at once instead of one at a time. That is the fastest way back if something did go public.

Check it stayed internal

Search your own help centre signed out occasionally. That is the only way to be sure nothing internal is public, and it takes a minute.

See also

• The knowledge section in the context panel
• Who sees what: user segments explained
• Which articles you should keep away from an AI agent