Many teams use the Knowledge Base for both customer help content and internal support playbooks. It’d be incredibly helpful to have a simple, explicit way to mark certain articles/collections as internal-only—so they’re available to your team, but never visible to customers.

What this would enable:

• Mark articles or entire collections as “Internal” vs “Public” (clear, easy-to-understand labels)

• Prevent accidental publishing of internal docs to your live Help Center

• Keep internal answers available to agents while they work on tickets (e.g., searchable in the ticket sidebar)

• Use AI safely with your internal knowledge, so staff can get accurate answers that aren’t meant for customers

• Make it more user-friendly for new and existing teammates, reducing mistakes and confusion around audience settings

Why it matters:

• Support teams often document internal processes (refund rules, troubleshooting steps, escalation paths, macros, etc.). These are essential for fast, consistent support—but shouldn’t be public.

• A clear “internal vs public” option makes privacy intentional and obvious, not something people have to “remember to configure” every time.