Understanding Guide roles and privileges

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23 Comments

  • Jacob J Christensen

    Is it possible to allow access to the Submit a request page for light agents?

    I have a HC set up in my sandbox and when I (as a light-agent) click the Submit a request link I'm redirected to the Zendesk Dashbord instead.

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  • Jessie - Community Manager

    Hi Jacob!

    The Submit a Request form in the Help Center is only available for end-users. Because Light Agents are considered Agents in Zendesk, the Help Center form isn't available to them and they're redirected to the agent interface to create their ticket.

    Please let me know if you have any other questions!

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  • Jacob J Christensen

    Hi Jessie,

    Thanks! I was wondering if there was some way to work around this behavior to allow some specified set of light-agents to submit a HC form and bar them from the Zendesk.

    I'll look into other options for my needs.

    1
  • Jacob J Christensen

    For anyone who need to have light-agents submit requests from a Help Center, the work-around I've found is to use the Zendesk Web widget to display the form.

    Instead of the New ticket tab in Zendesk.

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  • Joshua Bentley

    What if I want to allow someone to be an author and manager of HC articles but not be able to change custom themes, layout, etc.? Seems like it's all or nothing...

    3
  • Simon Dunton

    Just echoing Joshua Bentley - the content management/discussion refereeing and the site design/admin functions do need to be kept separate. It worries me that to allow our product managers to moderate end-user content I'm going to have to empower them to wipe the whole help centre.

    1
  • Gene Henson

    We've just run in to this problem as well. We really need the option to let "agents" moderate content in the community without giving them the "manager" role in Help Center. This is a really major flaw in the default model. It's also unclear to me if the Enterprise plan with granular permissions would even fix this.

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  • Nicole - Community Manager

    Hey Gene - 

    Thanks for the feedback, and trust me, we hear you on the challenges that limitation poses in managing the Community. It's not fixed by the Enterprise plan; management levels simply weren't baked in to the Community platform when it was built.

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  • DJ Jimenez

    We seem to have ran into a bug during this update. We haven't made any changes to Roles recently but there are some roles with "Can manage Guide" unchecked that can still add and edit articles

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  • Michel

    Hi Dj, 

     

    It seems that you already have a ticket open with us about this behavior. Since this is an account specific question, you will be notified of any progress on this ticket. 

     

    If you have any other question about your Zendesk account, you can always contact us via email at support@zendesk.com

     

    Cheers, 

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  • Markus Raab

    Could it be that there was a change in the permissions of the light agents just very recently (the last hours, days)? 

    I am doing research and calculations and just thought that I have seen not long time ago that a light agent is able to add/edit Guide articles.

    <<Light agents (Professional add-on and Enterprise add-on) have Guide Viewer privileges for accessing content, but they cannot add, edit, or delete articles where agents have permission and they cannot be Guide Managers.>>

    I am pretty sure this was different recently. Any news on that?

    1
  • Jennifer Rowe

    Hi Markus,

    If you have Guide Legacy (which means you had Help Center before the Guide launch in May of this year), then your light agents can add, edit, and delete articles.

    If you are on a Guide Lite or Professional plan (which launched in May of this year) then your light agents cannot add, edit, and delete articles.

    Hope that helps clarify things!

    1
  • Markus Raab

    Hi Jennifer,

    it is bad news but yes it helps clarifying things. I realized why I had a different information on that - the German help page states exactly the opposite. 

    1
  • Jennifer Rowe

    Hi Markus, 

    Sorry for the late reply here... But I'm realizing that we need to update the translations for this article. The change for Light agents is not reflected yet in the translations. I'll add it to our next loc update.

    Thanks for letting me know!

    1
  • Karie Wohlgemuth

    Jennifer,

    This has really impacted our organization in a negative way. Our light agents (which include our product managers who monitor tickets but don't handle them) have typically managed our Help Center content - they don't handle Q&A but they post updates to our product information.  Is there any way to re-enable their access as a Light Agent?

    Thanks!

    Karie

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  • Amie Brennan

    Hi Karie,

    Thanks for letting us know of the impact you're running into here. By default, light agents do not have permissions to manage help center content as noted here on our light agent permissions article. However, as you are currently using Guide legacy, the light agents on your account should have the permission to edit and comment on guide articles etc.

    I'm going to create a ticket so we can discuss this further from there in regards to your account. I'll see you in the ticket. :)

    Best,

    Amie

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  • Nightrider

    Where do I find this section titled 

    To give agents in a custom role Guide Manager permission? 

    We have the Professional level Guide. 

    Additionally, I thought we had it so our users had a seamless experience (ie, one login for our site, help desk, and what we call our forum -- ie, guide) -

    So, if they are logged into the site they are logged into the guide, just like our admin accounts. The site just went live and when on my phone I noticed guide wanted me to login although I was logged into the site. Not sure if something got messed up or ... 

     

    Any directions or best practices for our dev? 

    I hope I explained clearly. Please PM me for more info or email.

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  • Jacob J Christensen

    Hi Nightrider,

    Since you are on Professional, apparently you need to set that permission individually (scroll down to Guide section), per agent on the user profile page (in Enterprise it is determined on the role level).

    I haven't been able to find any detailed instructions on this, but hopefully it is easy to do once you are on the user profile page.

    Hope that helps you out.

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  • Nightrider

    Thank you for your help.

     

    1
  • Cody Stephenson

    We're finding the Guide Pricing structure regarding user roles extremely frustrating.  We have 10-12 Support agents and 1-2 separate people that manage the Help Center content.  The only interaction that our Support agents have with the Help Center is linking the article in their ticket responses, while the Help Center managers are writing, editing, publishing, organizing, and designing.  But since the Guide pricing is tied to the number of Support Agents, to get our Help Center managers the tools they need to do their job, we would have to pay for 10-12 unused accounts worth of access to the same tools.  Have there been any thoughts on making the subscriptions between Guide and Support more customizable and useful for the needs of a Support team?

    1
  • Nicole - Community Manager

    Hi Cody - 

    This is something that the product and pricing teams are thinking about. I'll check in with them to see if there are any solutions or future changes I can share on the topic. 

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  • Jacob J Christensen

    There's a new Early Access Program called Permission Groups that might be worth checking out for some of you subscribing here.

    1
  • Colm O'Neill

    We have the same issue as Cody Stephenson above.

    We have a dedicated support team and only two of these are responsible for the Helpdesk.

    We are currently using Zendesk support and a separate company for our Helpdesk, but would be keen to have them both with Zendesk. Paying for unneccesary licenses is a killer though.

    Please consider separating the two!

    Colm

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