Access control for the FreeScout knowledge base

The challenge

A client used FreeScout's standard Knowledge Base module to bundle internal and external documentation. What was missing: a way to make certain categories visible exclusively to administrators. They had to remain invisible to agents and customers, while administrators needed to access them effortlessly. The built-in module did not offer that level of granularity, and simply hiding things through a workaround was not a serious option.

Our solution

We built an additional module that integrates seamlessly with the existing Knowledge Base module. Each category can now be set to be accessible only to administrators. The interface matches FreeScout's style, so administrators do not have to get used to a new environment.

Together with FreeScout itself

To build the extension cleanly, a few changes were needed in FreeScout's core. We did not patch them ourselves, but worked with the FreeScout team to bring those changes back into the official codebase. As a result, the solution stays future-proof and does not break with FreeScout updates.

The impact

The client can now safely store sensitive documentation alongside public articles, without setting up a second system. Administrators immediately see where shielded content lives, while agents and customers only see what is meant for them. The result: one central knowledge base, with the right information for the right role.

Why this project stands out

The strength is in the combination of:

• A small, focused extension that solves exactly the right problem

• Seamless integration with the existing FreeScout knowledge base

• Changes to the FreeScout core through collaboration with the core team, no separate forks

• Future-proof: keeps working with new FreeScout releases