Dear Freshdesk Team,
The Freshdesk Solutions tab already offers some functionality to also use it as an internal Knowledge base.
We did this by creating a separate portal (One portal for the FAQ and a separate portal for internal use). However, it is still missing some basic functionality, so I would like to share some ideas and feature requests that would make it fully useful for this case:
- The default agent role should not have the access to create and edit knowledge base articles. As you can not change the restrictions for the default agent role, we have to create a completely new agent role to restrict the access. In general, it does not make much sense that the agent role includes access to edit the Solutions articles and that this can not be restricted.
- It should be possible to restrict the access to a specific portal. E.g. there is a portal that is synced with the FAQ page, that should be only accessible by the Marketing team/role. The agents should only be able to access and view the second portal that is build for the internal knowledge base.
- Agents should be able to save internal knowledge base articles as favorites, give feedback or comments, mark them as helpful, etc.
- Agents should not be able to use internal knowledge base articles in Tickets
I hope this ideas are helpful and Freshdesk offers full functionality for an internal knowledge base in the future! :)
Best regards
