How to Manage the Visibility of the Article Category

1 min read

Updated:

The categories help to group the related articles, allowing customers to locate information quickly. You can control who has access to each type of article using visibility permissions. This is especially helpful for companies wishing to create public and internal knowledge bases. For example, a company may have a broad knowledge base that all customers can access and an internal knowledge base that only employees can access.
The following are the visibility options that you can choose from:

Any Users
Logged-in Users
Any Agents
Specific Agent groups
Specific Contact groups

When you create a category, you assign it a visibility level. This determines who can access that category, and also which visibility options are available for individual articles inside it.

Any Users

Makes the category visible to everyone, including anonymous visitors. The visibility of articles within this category can be controlled to:

Any Users
Logged-in Users
Any Agents

Logged-in Users

Only users who are logged in can view the category. The articles within this category are also restricted to authenticated users.

Any Agents

Only agents can view the category and its articles.

Specific Agent Groups

Only agents in the selected groups can view this category and its articles.

Specific Contact Groups

Only contacts in the selected groups can view this category and its associated articles

Article visibility cannot exceed the visibility of its parent category.

Access Permission

To create and edit a category, an agent must have the Add/Edit Category permission assigned to their role. To learn more about Roles and Permissions, refer to this article.