Folder permissions control who can see and use knowledge base articles. This helps keep shared knowledge accessible while protecting customer-specific information.
Permissions in the global KB
The global KB is designed for shared access.
Articles in the global KB are visible across all customers.
These articles are available across all customers.
Global KB content can appear:
Inside tickets
As suggested articles
In global searches
Use the global KB for content that should be reused and referenced often.
Permissions in customer folders
Customer folders are restricted by design.
Articles are linked to a specific customer.
Only users working with that customer can see these articles.
Articles are shown only when:
Viewing that customer’s tickets
Browsing that customer’s folder
This prevents customer information from being exposed to others.
How permissions affect ticket views
When a ticket is opened:
Global KB articles are always available.
Only the matching customer’s folder articles are shown.
Articles from other customers are hidden automatically.
This keeps the knowledge base context-aware and safe.
What happens when articles are moved
Moving an article into the global KB makes it globally visible.
Moving an article into a customer folder restricts it to that customer.
Permissions update automatically when the article is moved.
There is no need to manually change access settings.
Best practices for permissions
Use the global KB for reusable knowledge.
Use customer folders for sensitive or custom information.
Avoid duplicating articles across customers.
Move articles if their purpose changes over time.
Good permission hygiene keeps the knowledge base trustworthy.