Understanding Help Center roles and setting permissions Follow

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In the Help Center, agents have Help Center viewer privileges by default. You can give an agent Help Center manager privileges as needed. All Administrators have Help Center manager privileges.

Help Center user roles overview

The Help Center supports the following user roles with different 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.
  • Help Center Viewer is any regular Zendesk Support agent without Help Center manager privileges. Agents have Help Center viewer privileges by default, but you can make agents Help Center managers as needed. Light agents (Professional add-on and Enterprise add-on) have Help Center viewer privileges, but cannot be Help Center managers.
    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).
  • Help Center Manager has full privileges in the Help Center. All Administrators have Help Center manager privileges.

For a list of specific permissions by role, see Help Center user privileges by role.

Help Center user privileges by role

The following tables shows Help Center user privileges by role.

Permission Anonymous user

(Anyone)

End-user

(Signed-in users)

Help Center Viewer

(Agents)

Help Center Manager

(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

(if enabled)

  X X X
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 X X
Manage subscriptions and requests   X X X
HELP CENTER SET UP        
Customize the Help Center       X
Manage Help Center settings       X
KB MANAGEMENT        
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
COMMUNITY MANAGEMENT       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
Manage spam       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 section/topic settings Depends on section/topic settings 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 Help Center manager permissions (Essential, Team, Professional)

Zendesk Support administrators are Help Center managers by default. You can add Help Center managers by giving agents Help Center manager privileges. For example, the following people might need to be added as Help Center managers to work on the Help Center: web designers, writers, editors, community moderators, and production specialists.

Note: You cannot make a light agent (Professional add-on and Enterprise add-on) a Help Center manager.

To give an agent Help Center manager permission

  1. In Zendesk Support, open the profile for the agent you want to make a Help Center manager.

    If you need to add the agent first, see Adding end-users, agents, and administrators.

  2. Click the Help Center menu, then select Manager.

Giving agents in custom roles Help Center manager permissions (Enterprise)

Zendesk Support administrators are Help Center managers by default. You can add Help Center managers by giving agents in custom roles Help Center manager privileges. For example, the following people might need to be added as Help Center managers to work on the Help Center: web designers, writers, editors, community moderators, and production specialists.

Note: You cannot make a light agent (Professional add-on and Enterprise add-on) a Help Center manager.
To set Help Center permissions for agents in custom roles
  1. Click the Admin icon () in the sidebar, then select People.
  2. Select Roles.

    All of the agent roles (predefined and custom roles, if any) are displayed.

  3. 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.

  4. Beside Help Center, click Can manage Help Center to give agents in this role Help Center 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.)
  5. Click Update role.

Setting content viewing and editing access for agents

Help Center 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 Help Center viewer role, but you can give agents who are Help Center viewers viewing access and editing access as needed. Those privileges are set separately for each knowledge base section and community topic.

For more information, see the following sections:

Have more questions? Submit a request

Comments

  • 0

    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.

  • 0

    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!

  • 0

    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.

  • 0

    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.

    Edited by Jacob J Christensen
  • 3

    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...

  • 1

    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.

    Edited by Simon Dunton

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