Can we make Solutions categories invisible to end-users?

Hi ,

Greetings from Freshservice!

At the moment , we restrict visibility only for solution folders .We do not allow visibility restrictions for hiding Categories in Solution..But , we can hide the Solution Categories by using Portal Customization.

We can hide the category from end-users by applying the appropriate customisation. For further details,please reach out to support@freshservice.com  and our support team would be happy to help.

Thanks,

G.Adhitya,

Team Freshservice

Would like to know if this was ever implemented in a customization or a setting I'm not familiar with? We'd love to be able to hide some external beta help topics without having to put them behind a login wall. 

I am interested in this as well. We would like to add technical diagrams to allow our technicians to view them without requesters the ability to even know those diagrams are out there. We would also like an avenue of MFA when accessing those diagrams to ensure the security, if that is even a possibility.

You can use the following approach to keep the internal documentation organized:

1. Create an Internal Documentation Category:
   • Create a category like "Internal Process Documentation" for organizational purposes, but place it under a different category (like General). This will keep it visible to the agents only but not clutter the portal.
2. Make Folders Private:
   • Set the folder visibility to private for internal team use. This way, even if the category appears in the portal, the folders within it can be restricted to only certain users (e.g., internal teams).
3. Use Custom Views or Automations:
   • You could create custom views for agents so they can easily access internal documentation without it appearing in the portal. This allows you to maintain a clean structure and still segregate internal content.