We are just beginning to implement Freshservice, and have a question about using Solutions for the Requestor portal, as well as for an internal wiki for agents. It doesn’t look like we can publish at the Article level, only at the Category level, so is there a recommended way to organize Solutions so that we can share certain articles, without having to duplicate the structure for agent vs requestor viewing?
For instance, we started to organize by Categories: General Information, Procedures, Forms. Within Forms, there will be certain Articles for the requestor portal, but other Articles for internal agent use only.