Agents Only Article

Agents Only Article

When you create an article, you can choose to display it only to other agents on your help desk using the Agents only option. These articles will be marked 'Private' and visible only to your agents.
To mark an article as private
  1. Navigate to the desired article, and open the Article Details page.
  2. Click the Edit icon in the upper-right area of the page

  3. Under the Display Permission section in the right side, check the Agents only option.

  4. Click Publish.
    The article will be set as private and visible only to your agents. This particular article will not be available for your customers.

    • Related Articles

    • How many Support Agents can I add during the trial?

      You can add up to 3 Support Agents during the Professional & Enterprise 15 day Trial. Once the Trial is expired, "Primary Contact" under Company Details will only have access to the system.

    • How can I restrict Support Agents to view only their request?

      You can restrict Support Agents to view only their records/requests. To restrict requests & records, you have to first setup your organization Role Hierarchy. For example, Team leaders can access all the Support Agents records where as Support Agents ...

    • Add a new article case

      Add a new article case Add a new article case Add a new article case

    • Can I associate multiple Support Agents to a Department same time?

      Yes, you can associate multiple Support Agents to a Department. Click Setup >Admin Settings >Departments >Select Department Select the option to "Associate Existing Support Rep" option and add Multiple Support Reps to a Department.

    • Can I hide fields for Support Agents?

      You can hide fields using Field Level Security. Goto Setup > Admin Settings > Field Level Security Select the profile name, module and uncheck the fields you want to hide and Save. To create Profile Goto Setup > Admin Settings > Profiles > Add New ...