Support Mixed Visibility Settings in Knowledge Base Categories

Support Mixed Visibility Settings in Knowledge Base Categories

Hello Zoho Desk Team,

We hope you're all doing well.

We’d like to submit a feature request regarding visibility settings in the Knowledge Base module.

🎯 Current Limitation

As of today, when a category is set to a specific visibility level (e.g., Public), all sections under that category are forced to inherit the same visibility. This prevents us from selectively making some sections visible only to agents (or to registered users) while leaving others publicly accessible.

Although the UI currently allows us to modify section-level visibility (and even shows a confirmation that the changes were saved), those changes do not persist due to system behavior β€” and the UI gives no warning or indication that the parent category's visibility overrides any manual setting.

βœ… Feature Request

We kindly request the ability to define mixed visibility settings within a single category. Specifically:

  • Allow section-level visibility overrides even when the parent category is public.

  • Until adding this feature disable or grey out the section-level visibility options and change the success message to accurately reflect that no changes were actually saved.

πŸ” Use Case

In our Knowledge Base, we organize articles into logical categories that often serve both external customers and internal agents. Within such a category, it’s very helpful to have public-facing sections as well as agent-only sections β€” without duplicating the entire category structure just to isolate visibility.

πŸ“Œ Summary

This enhancement would:

  • Improve Knowledge Base usability and flexibility

  • Prevent user confusion and misleading confirmations

  • Allow cleaner content organization without redundant categories

Thank you for your time and consideration. 

Best regards,
Ram

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