We use Fresh Desk for providing support to both Customers and colleagues.  Some colleagues are agents, some are collaborators, and some are neither.

I’m hoping to make the portal the go-to place for raising tickets and for accessing solution articles, but I don’t think I can prevent customers from accessing a folder that I only want employees to access.

When creating a Folder I can make it visible to one of the below, but not a mix (my scenario would be that I want to all Agents (I assume this includes collaborators) and anyone linked to my company (that would be anyone who isn’t an agent)

Has anyone found a solution for this?  I’m thinking that the only way would be to set everyone up as a collaborator (assuming that the above “all agents” does include collaborators.