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Ability to Control Access to Knowledge Base at the User-Level

  • March 23, 2020
  • 3 replies
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A
Debut

We are building out our Knowledge Base and are populating it with content for our company personnel.  Of those team members, only about 15% are agents.  As such, we have given them access to the Portal so they can view the Knowledge Base.


We'd like to give our customers Portal access, but not be able to use the Knowledge Based, but we have no way to unbundle that capability so we are not allowing customers to use the Portal.


If there was a setting at the user-level to either Show or Hide the Portal we would be golden!  Let's make it happen.

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    3 replies

    M
    • merel.brok
    • Known Participant
    • May 8, 2020

    @Andrew Zitofsky


    If you have the right plan, you can create a seperate portal for customers and personnel. Maybe that would solve your issue.

    https://support.freshdesk.com/support/solutions/articles/37638-supporting-multiple-products-with-freshdesk

    A
    Debut

    Thanks Merel.  I actually worked with support and found a pretty good workaround (that had some additional upsides).  I created Accounts and associated the Contacts for our team members and then we have set the folders to only be viewable by our company.  Once we introduce a customer facing version, we can just open the folders we want to be public to all users.

    M
    • merel.brok
    • Known Participant
    • May 8, 2020

     That sounds like a great solution. Glad you worked it out!

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