Setting Help Article Permisions per Article / Collection | Community
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Setting Help Article Permisions per Article / Collection

  • April 27, 2026
  • 2 replies
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R

We are looking to setup that certain users are only allowed to edit internal help articles but not general public help articles. Currently you can only set permissions for all article editing, not just certain articles or collections. This would allow our support team to update the internal articles they use for supporting end users via Intercom without disrupting the end user help articles carefully crafted by our Marketing Team

Best answer by Aleksei O

Hi ​@Richard Harris 👋 I think it would be quite challenging to implement since article collection names are “custom” and current permission sets in Intercom usually touch base only on standard objects. In my workspace, I’ve just had to write an internal policy on which team gets access to certain categories of articles. 

 

2 replies

Aleksei O
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  • Aleksei O
  • Innovator ✨
  • Answer
  • April 28, 2026

Hi ​@Richard Harris 👋 I think it would be quite challenging to implement since article collection names are “custom” and current permission sets in Intercom usually touch base only on standard objects. In my workspace, I’ve just had to write an internal policy on which team gets access to certain categories of articles. 

 

Feel free to book a call with me here: https://calendar.app.google/gpYYAHW6M5j9inEN8
S
Intercom Team
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Hey ​@Richard Harris Sean here from the support team. 

You’re right that you can’t scope edit rights to specific collections or individual articles today, Help Center article permissions are global, not per-collection.

However, you can get very close to what you want by separating internal vs. public content by feature and adjusting permissions:

  • Put your internal support content in Knowledge (internal content / synced sources), not as public Help Center articles. Any teammate can view Knowledge, but only those with the “Can create and manage content in Knowledge” permission can create/import/update it.
  • Keep your end-user facing Help Center articles under Help Center Articles and give your Marketing team the “Can create and update draft Help Center articles” and “Can manage and publish Help Center articles” permissions so they control public content and publishing.
  • For Support teammates, disable both Help Center Articles permissions so they can still view public help articles, but can only edit/create internal content in Knowledge, not the public Help Center.

There isn’t currently a way to say “can edit only these specific public collections,” but this Knowledge vs. Help Center split is the supported pattern to let Support maintain internal docs without touching Marketing’s public Help Center.

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