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Question

Can we make Solutions categories invisible to end-users?

  • December 7, 2021
  • 4 replies
  • 416 views

xXfSyMJx3jRyh8jj
Apprentice

Currently we’re using Guru to document our IT-specific processes (internal team processes not meant to be seen by end-users). I’d like to transition all of our knowledge-base and process documentation to Freshservice Solutions, but I have one minor question.

 

I know we can set the folder visibility, but I’d like to be able to create a category called “Internal Process Documentation” with folders inside that correspond to different types of documentation. If I do that, the “Internal Process Documentation” category will be visible in the portal even though the folders within are not. If we just stick the folders inside of another category we end up mixing our internal stuff with the “General” category or something like that, and it gets messy.

 

Is it possible now or will it ever be possible to hide categories so we don’t need to combine visible and invisible folders in the same category?

 

Thanks!

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4 replies

Adhitya Ganesh
Community Debut
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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


scott77
Community Debut
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  • Community Debut
  • 2 replies
  • December 18, 2024

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. 


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  • Skilled Expert
  • 6 replies
  • March 7, 2025

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.


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  • Skilled Expert
  • 44 replies
  • March 11, 2025

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.