Internal Support Knowledge Base
The Challenge
Primary was preparing to scale its customer support operation by hiring technical support engineers. The team needed an internal knowledge base where support engineers could find troubleshooting steps, process documentation, and reference materials — but the articles couldn't be publicly accessible.
What We Did
Access Control Configuration
- Configured HubSpot Knowledge Base with access group membership required — making all articles visible only to authenticated internal users
- Disabled self-registration on
support.getprimary.comto prevent unauthorized sign-ups - Set up the portal login flow so support engineers authenticate with a dedicated knowledge base account (separate from their HubSpot user login)
URL Redirect Cleanup
- Identified and removed broken URL redirects left over from the knowledge base version migration
- Fixed the
/en/knowledge-basepath that was bypassing access controls by resolving to the old, unprotected knowledge base - Corrected HTTP vs. HTTPS redirect inconsistencies that were allowing unauthenticated access through specific URL patterns
- Verified access controls from incognito/private browsing to confirm public users could not reach any knowledge base content
Permission Architecture
- Designed a permission model separating content creators (Dave McCargar, Gene) from read-only consumers (future support engineers)
- Content creators work directly in HubSpot's knowledge base editor
- Support engineers access articles through the customer-facing portal at
support.getprimary.com— a search-and-read experience, not an editing interface
Article Workflow Design
- Established a workflow for article creation: support engineers draft articles, articles go through peer review, then get published to the internal access group
- Planned for future expansion to a public-facing knowledge base (phase 2) once sufficient content is built
Technologies
Outcome
Primary launched a secure, internal-only knowledge base that their support team can search and reference during ticket resolution. The infrastructure is ready to scale — as new support engineers are hired, they simply get added to the access group. The clean separation between content creation (HubSpot editor) and content consumption (portal interface) ensures support engineers can find what they need without accidentally modifying articles. The URL redirect cleanup eliminated security gaps from the prior migration.
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