Setting agent editing and publishing permissions on knowledge base articles

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10 Comments

  • Todd Pauley
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    I'd like to request the ability to have more granularity with who can manage areas of the Guide, in general.  

    We have different groups setup in the system with their own content under multiple topical sections.  In order for them to be able to move, edit and delete their articles, they have to have complete access to the Guide.   By doing this, they have access to edit code (HTML, CSS, & JavaScript).  Frankly, considering some of the users in there, this scares the hell out of me!

    I really need the ability to separate "Arrange Content" and "Customize design" agent access in the Guide.  

    Thanks!  

    4
  • Nicole - Community Manager
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    Hey Todd - 

    Thanks for the great feedback. I think our Product Managers would like to read about it, but they don't scan all of the comments of our Knowledge Base articles - I encourage you to re-post this comment in the Product Feedback thread "Additional Guide Manager Permissions" where they'll see it. Let me know if you have any questions on that! 

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  • Todd Pauley
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    Thanks Nicole.   I did.  :)  

    0
  • Nicole - Community Manager
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    Great, thanks, Todd!

    0
  • David Shutt
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    Hi

    Two questions:

    1. Are there any plans to allow finer grained control over which agents (perhaps via groups) have add/edit permissions to sections in the help centre?
    2. Are there any plans to allow export of the help centre change history - we'd find that useful for communicating changes to the KB made in the last week for our partners that, for example, might do some translations.
    1
  • Ryan McGrew
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    Hi David,

    1. Yes! We have an early access program open currently that will allow exactly what you're looking for. You can sign up for it here.
    2. We don't currently have a specific export planned for that data, however there are many translation partners that have Zendesk Guide integrations. Typically this is done via the API and the article update information is available there. You can see some documentation here. Specifically if you look at the start_time parameter, you can get all updates from a certain time.

    Thanks!

     

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  • David Shutt
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    Thanks Ryan

    I'll take a look at both.

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  • Mirjam Happel
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    Hi,

    It seems that permissions only apply to existing articles. that all works great, but we also publish new articles every day and with these new permissions it seems that just everybody can add new articles in any category and section. 

    We want our agents (not marked as guide managers) to be able to publish in one category/section, but not in the other.

    I know about the EAP program for Content Management, but we seem to be on a "Guide Legacy" plan while we have an "Enterprise" plan for all our other products (Support & Chat). We were told that we have to pay for the feature in the end, so enabling this EAP would be risky. What "plan" do I refer to to see what I can and cannot do? Professional or Enterprise?

     

    1
  • Ayal Kellman
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    Hi - what about edit/publish permissions by language? I don't want our Spanish agents to be able to edit the German versions of articles. 

    I can set "Managed by" permissions to a certain segment but the permissions apply to the entire article including all translated versions. Therefore, unless I'm missing something, I can't limit permission by language. 

    Any ideas? Has this been discussed or suggested before? 

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  • Madeleine Chase
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    Hi,

    Is there a way to change the default publishing settings? I.e. I'd like a specific group to auto-populate the "Managed by" field, "Visible to" field, and "Owner" field, instead of making those changes each time. Thank you!

    0

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