Allowing agents to add, edit, and delete articles in knowledge base sections Follow

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7 comments

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    Todd Pauley

    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!  

  • Avatar
    Nicole - Community Manager

    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! 

  • Avatar
    Todd Pauley

    Thanks Nicole.   I did.  :)  

  • Avatar
    Nicole - Community Manager

    Great, thanks, Todd!

  • Avatar
    David Shutt

    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.
  • Avatar
    Ryan McGrew

    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!

     

  • Avatar
    David Shutt

    Thanks Ryan

    I'll take a look at both.

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