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It would be great for agents to be able to read notes on an article that only they can see when viewing an article within Intercom. That note then wouldn’t appear on a customer facing article.
For example, if we require a note on an article to inform an agent what steps they need to take to further troubleshoot an issue that a customer isn’t able to do.
+1Yesss that would be so good! Even better if, somehow, the access to the notes could be based on something like the company or IP address, so that no Intercom seat is required to access the notes.
We've also noticed this need recently! It would be really helpful to link to the source of the FAQ by referencing the relevant Slack threads in the internal notes section for easy access. At the moment were using the workaround of tags in articles referencing Date, Person Name, Comms type.
I think snippets could be a great function here - adding extra, internal knowledge, inline instead of in another page
Agree - our team was just talking about how this is a really compelling feature of Doc360 because they offer this. https://docs.document360.com/docs/private-notes
Currently, there is an option to create public & private articles, but keeping two versions of similar/overlapping information is not sustainable.
+6Totally agree, this sounds like a really smart idea.
Having internal-only notes on articles would give agents helpful context without confusing customers. Things like advanced troubleshooting steps or internal processes could live there without making the guide too complex for end users.
Absolutely agree! Part of implementing this should include the option to let Fin use that information.
This is needed ASAP
There are internal fixes that customers do not need the information on but our support teams do in order to run a fix.
+1I’d also love this. Especially if Fin could use the information too. Would be easier to target to a specific situation than snippets.
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