Working with Knowledge Articles

This section will provide insight into working with Knowledge Articles.

Internal Knowledge Articles

We have internal knowledge articles that will be surfaced to our internal GitLab Employees only.

With KCS, the standard for knowledge articles is 80% external customer facing articles with 20% internal.

Articles that are internal can be focused on processes, workflows, Playbooks, best practices, etc. These are articles that could also be searched from within Support ticket searches.

  • Today, all GitLab employees can go to the support portal (Support.gitlab.com) knowledge base and see ALL articles regardless of being internal or external.
  • A knowledge article that is INTERNAL ONLY will show a Lock icon.
  • If an article is searched from a support ticket it will also show a LOCK Icon indicating that it is an internal only article. These should NOT be sent to a customer.
Last modified November 17, 2025: Update file working-with-knowledge-articles.md (b1945c09)
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