Customer-specific articles ensure that technicians see the right documentation when working on a particular customer’s ticket.
How customer context works
Each ticket is linked to a specific customer.
When you open a ticket:
Articles from the global KB are available.
Articles from that specific customer folder are also available.
Articles from other customers are not shown.
This filtering happens automatically.
Why customer-specific filtering matters
Customer-specific filtering helps:
Protect customer data
Avoid confusion between different environments
Surface only relevant documentation
Reduce mistakes caused by using the wrong process
It ensures technicians only see what applies to the current customer.
Where customer articles appear in tickets
Inside the ticket’s knowledge base section:
You can browse or search articles.
Results include global KB articles.
Results include articles from the selected customer’s folder.
Other customer folders remain hidden.
When to create a customer-specific article
Create an article inside a customer folder when:
The setup is unique to that customer.
The workflow differs from standard procedures.
The configuration includes customer-specific tools or credentials.
The instructions should not be reused for other customers.
If the content applies to multiple customers, it should be stored in the global KB instead.
Updating customer-specific articles
When editing a customer article:
Changes follow the same draft and publish workflow.
Updates only affect that customer.
Other customers are not impacted.
This keeps documentation isolated and controlled.
Best practices
Always check the customer context before linking an article.
Avoid duplicating global articles into customer folders.
Keep customer-specific details out of the global KB.
Review customer folders periodically to remove outdated content.
Customer-specific articles help keep documentation precise, secure, and relevant within ticket workflows.