Agents have Guide Viewer privileges by default. Administrators have Guide Manager privileges. You can give agents Guide Manager privileges as needed.
Guide user roles overview
Guide supports the following user roles with different Help Center access privileges:
- Anonymous user is anybody who visits the Help Center without signing in.
- End user is somebody who has signed in to the Help Center.
- Guide Viewer is any regular Zendesk Support agent without Guide Manager privileges. Agents have Guide Viewer privileges by default, but you can make agents Guide Managers as needed.
Light agents (Professional add-on and Enterprise add-on) have Guide Viewer privileges for accessing content. Light agents on Guide Lite and Professional cannot create or edit articles. Light agents on Guide Enterprise and Legacy can create and edit articles where agents have permission.Note: Permission for agents to view and edit knowledge base articles or community posts is not part of the role permissions, but is a separate setting for each knowledge base section and community topic (see Setting content viewing and editing access).
- Guide Manager has full privileges in Guide. All Administrators have Guide Manager privileges.
For a list of specific permissions by role, see the next section, Guide user privileges by role.
Guide user privileges by role
The following table shows Guide user privileges by role.
(Admins, select agents)
|View public, unrestricted areas of Help Center||X||X||X||X|
|Share links to articles and posts on social media||X||X||X||X|
|Submit support requests (if your Zendesk Support permits anybody to submit tickets)||X||X||X||X|
|Comment on articles and posts
|Add posts to the community||X||X||X|
|Vote on articles and posts||X||X||X|
|Subscribe to articles and sections in the KB||X||X||X|
|Follow posts and topics in the community||X||X||X|
|Submit support requests||X
(If Anybody can submit tickets is enabled)
|Manage subscriptions and requests||X|
|HELP CENTER SET UP|
|Customize the Help Center||X|
|Manage Help Center settings||X|
|Add languages and translated content to Help Center||X|
|Set access restrictions on KB sections||X|
|Add, edit, or delete KB sections and categories||X|
|Reorder articles, sections, and categories in the KB||X|
|Disable comments for an article||X|
|Promote an article in the KB||X|
|Edit or delete comments on articles||X|
|View a list of all drafts||X|
|Set access restrictions on any community topic||X|
|Add, edit, or delete community topics||X|
|Reorder community topics||X|
|Pin or feature a community post||X|
|Close a community post for comments||X|
|Edit or delete comments on a community post||X|
|Change status of a community post||X|
|Create a ticket from a community post or comment||X|
|Moderate user content||X|
|CONTENT ACCESS & EDITING|
|View areas of Help Center that are restricted to agents only||X||X|
|View areas of Help Center that are restricted by tags or organizations||Depends on the user segment applied||Depends on the user segment applied||X|
|Add, edit, or delete drafts and articles in KB sections||Depends on KB section settings||X|
|Edit or delete posts in community topics||Depends on community topic settings||X|
Giving agents Guide Manager permissions (Support Essential, Team, Professional)
Zendesk Support administrators are Guide Managers by default. You can add Guide Managers by giving agents Guide Manager privileges. For example, the following people might need to be added as Guide Managers to work on the Help Center: web designers, writers, editors, community moderators, and production specialists.
If you are on the Zendesk Support Enterprise plan, you can grant multiple users Guide Manager permissions at once using custom roles. See Giving agents in custom roles Guide Manager permissions (Support Enterprise).
To give an agent Guide Manager permission
- In Zendesk Support, open the profile for the agent you want to make a Guide Manager.
If you need to add the agent first, see Adding end-users, agents, and administrators.
- Click the Guide menu, then select Manager.
Giving agents in custom roles Guide Manager permissions (Support Enterprise)
Zendesk Support administrators are Guide Managers by default. You can add Guide Managers by giving agents in custom roles Guide Manager privileges. For example, the following people might need to be added as Guide Managers to work on the Help Center: web designers, writers, editors, community moderators, and production specialists.
If you are on the Zendesk Support Essential, Team, or Professional plan, you must grant Guide Manager permissions individually for each agent. See Giving agents Guide Manager permissions (Support Essential, Team, Professional).
- Click the Admin icon () in the sidebar, then select People.
- Select Roles.
All of the agent roles (predefined and custom roles, if any) are displayed.
- Locate the role you want to edit or clone, then select Edit.
If you need to add a new custom role, see Creating custom agent roles.
- Beside Guide, click Can manage Help Center to give agents in this role Guide Manager permissions.
When this option is not selected, agents in this role have Help Center viewer permissions.Note: When this setting is not selected, it does not necessarily mean that agents can't add and edit articles in knowledge base sections. Permission to add and edit articles is set at the section level in the knowledge base (see Allowing agents to add and edit articles in knowledge base sections.)
- Click Update role.
Setting content viewing and editing access for agents
Guide Managers have full access to the Help Center, including the ability to view all restricted content and the ability to add, edit, and delete content in all areas. These privileges are not part of the Guide Viewer role for agents, but you can give agents who are Guide Viewers viewing access and editing access as needed.
Viewing access is determined by the user segment that is applied to the knowledge base section and community topic. Editing privileges are set separately for each knowledge base section and community topic.
For more information, see the following sections: