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Internal comments on knowledge articles

**For Phase 2: ** There is a need for Internal Comments on a Knowledge article in ZenDesk.

  • Notes that may be for other support engineers to 'be aware of'.
  • Notes should be "internal view only"
  • can track suggestions for authors, contributors

Potential? To add internal comments (internal notes) to a Zendesk knowledge base article: When editing an article:

  • Open the article in edit mode from your Zendesk admin interface
  • Look for the "Internal note" or "Add internal note" section - this is typically located below the main article content area
  • Type your internal comment in the text field
  • Save the article

Zendesk Knowledge Base articles do not have a built-in "internal comments" feature. However, there are alternative approaches we can use to add internal notes & comments to the knowledge base articles:

Alternative Solutions:

1. Use Article Comments (with restricted visibility)

Knowledge base articles can have comments enabled, but these are visible to users based on your viewing permissions settings Zendesk help

  • Set viewing permissions to "Agents and admins" only
  • Enable comments on the article
  • Use the comments section for internal team discussions

2. Create Internal-Only Articles

You can create articles with viewing permissions set to "Agents and admins includes team members only" to make content internal-only How to enable the help centre and create and publish articles in Zendesk knowledge base | DevelopersIO. This allows you to:

  • Create companion internal articles with additional notes
  • Link between public and internal versions

3. Use Management Permissions Notes

When editing articles, use the article description or add internal notes in the article body that are only visible to users with appropriate permissions.

3. External Documentation

Maintain separate internal documentation (Google Docs, GitLab Issue) alongside the public knowledge base for internal notes and processes.

  • Can we create an "issue" for the article and add the issue# to the article reference?
Edited by Kirsty Allen