Management permissions define editing and publishing permissions for agents. You apply management permissions to an article to determine agent editing and publishing access for that article.
- Managers is active by default and gives only Guide admins edit and publish permission.
- Editors and publishers (Enterprise only) can be activated on Enterprise and gives all agents and admins edit permission, but gives only Guide admins publish permission.
Depending on your account, you might also have an Agents and managers management permission pre-generated for you. You can create custom management permissions as needed, up to 200.
Creating management permissions for agents
Management permissions include editing and publishing permissions. You can grant management permissions to any agents, including light agents, so that they can participate in the article creation and management process.
On Professional, edit and publish permissions are assigned together to a user segment of agents. On Enterprise, editing and publishing permissions are assigned separately, so that they can be assigned to different user segments.
To build management permissions, you choose a user segment (see Creating user segments) to give those agents editing and publishing permissions. You then apply that management permission to the appropriate articles. You must be a Guide admin to create management permissions.
- In Guide Admin, click the User permissions icon (
) in the sidebar.
- Click Management permissions.
- Click Add new.
- Enter a name for this management permission.
- Click Apply user segment to assign permissions to a user segment of
agents.
You can choose only staff member user segments, not end-users. You can apply multiple user segments.
-
On Professional, you assign edit and publish permissions together, to a
user segment of agents.
Agents with edit and publish permissions can view, create, and update articles, as well as submit for review, publish, unpublish, and archive articles, where this management permission is applied. See the complete list of agent privileges.
-
On Enterprise, you assign edit permissions and publish permissions
separately to the same or different user segments of agents.
Agents with edit permissions can view, create, and update articles, as well as submit articles for review where this management permission is applied. Agents with publish permissions have edit permissions, plus they can publish, unpublish, and archive articles. See the complete list of agent privileges.
-
On Professional, you assign edit and publish permissions together, to a
user segment of agents.
- Click Create.
- Click Back to return to the Management permissions page.
After you create management permissions, you can apply it to an article to determine agent editing and publishing access for that article. You can apply management permissions to an existing article or a new article.
Guide admins can apply any management permissions to an article, while agents can apply only the management permissions they belong to.
Understanding agent privileges by user management permissions
Management permissions include editing and publishing permissions.
Remember, on Professional, edit and publish permissions are assigned together and give agents one set of management privileges for knowledge base articles. On Enterprise, editing and publishing permissions are assigned separately and give agents separate edit and publish privileges knowledge base articles.
The following table includes the complete list of agent privileges granted by edit and publish permissions for each plan. Guide Legacy customers should refer to the Guide Professional column.
Privilege | Guide Lite | Guide Professional | Guide Enterprise | ||
---|---|---|---|---|---|
Edit and publish permissions | Edit and publish permissions | Edit permissions | Publish permissions | ||
New unpublished article | Existing published article | ||||
Update title | x | x | x | x | x |
Update section | x | x | x | x | |
Update labels | x | x | x | ||
Update body | x | x | x | x | x |
Update author | x | x | x | x | |
Add inline attachments | x | x | x | x | x |
Remove inline attachments | x | x | x | x | x |
Add translation | x | x | x | x | x |
Delete translation | x | x | x | x | |
Set source translation | x | x | x | x | |
Flag translation | x | x | x | x | x |
Add block attachment | x | x | x | x | |
Remove block attachment | x | x | x | x | |
Preview / Show in Help Center | x | x | x | x | x |
Set management permissions | x | x | x | x | |
Set view permissions | x | x | x | x | |
Promote article | x | x | x | x | |
Open for comments | x | x | x | x | |
View revisions | x | x | x | x | |
Restore revision | x | x | x | x | |
Apply template | x | x | |||
Preview | x | x | x | x | x |
Create article | x | x | x | x | x |
Submit for review | x | x | x | ||
Assign | x | x | x | ||
Approve | x | ||||
Publish | x | x | x | ||
Schedule publishing | x | ||||
Unpublish | x | x | x | ||
Archive article | x | x | x | x | |
Restore article | Admins only | ||||
Delete article | Admins only | ||||
View history | Admins only |
14 Comments
I am trying to restrict a user from having editing rights to articles in Guide. We are still setting up our help site that not activated yet and are recruiting internal employees to test it. I have one agent/user set up we are giving the password to. I have a user's role where "Can manage Guide" is not enabled, however they still have access to Guide Admin, can edit and publish articles.
Hi Melody,
Do you have Guide Enterprise? It's at this product level that you can have control on the edit and publish levels. If you go into your Guide Admin and click on the User permissions button and then select Management permissions, this is where you can refine the editing and publishing options for your agents and light agents. This is what it looks like on Guide Enterprise - I have one extra management permission set up that prevents my agents and light agents from publishing.
If I didn't want my agents and light agents to be able to edit, I would remove that segment from the Edit permissions section under the Light Agent & Agent Edit permission.
Hope that helps!
Thanks,
Maggie
That worked perfect - Thank you! Also.. I have 3 Management permissions with the same edit/publish rights. Are there any reasons why I couldn't delete 2 of them?
Glad that worked for you! Those are permissions that come standard with Zendesk - I ended up deleting them since I had mine set up a little differently. If you aren't using them, no reason you can't delete them.
Thanks,
Maggie
Hi, I noticed that with Professional Plan you cannot set permission for these functionalities:
Hi Sergio,
It means that you cannot give agents permission to do those actions (mostly because the features are not available on Professional plan). Guide managers always have permission to take the action, as long as the feature is available on their plan.
Most of the actions you mentioned, apply template and approve, for example, are not available on the Professional plan. And delete articles is available on Professional, but can only be done by Guide Managers.
Hope that helps!
Hi Jennifer, I understand that with Professional, Agents cannot approve but I'm expecting that Managers will be enabled to do it. Is that correct?
Hi Sergio,
"Approve" is an action associated with workflow states on Team Publishing, which is an Enterprise only feature.
https://support.zendesk.com/hc/en-us/articles/360000716047-About-Guide-Team-Publishing-Guide-Enterprise-
So on the Professional plan, Guide Managers do not have this option. Does that help?
Thanks jennifer one last point because this is really crucial for my prospect: since in Professional we don't have "Approve" action, does this mean that every Agents is free to Publish any kind of content without any check from a Manager? Do I understood correctly? Thanks
That is correct, Sergio. On Professional, you grant agents Edit and Publish permissions together. So any agent with permission to edit and publish, can create an article and publish it without an approval process.
I am using Professional edition.
There doesn't appear to be an option to assign Arrange Content to User Segment for Guide permissions. Only global Owner or Administrator for Zendesk account can re-Arrange Content.
Location of the page I'm referring to is https://<your sub-domian>.zendesk.com/knowledge/arrange/
Please clarify if it's possible to assign to Segment, Group or User this functionality outside of global administrative user.
Hi,
Only article editing and publishing are controlled through the segments. You control access to the other Guide features (Arrange Content, Customize Design, User Segments) through the Guide Manager.
This article should help you set up the permissions you need: https://support.zendesk.com/hc/en-us/articles/360001980667--Changing-an-agent-s-role-to-grant-Guide-Manager-privileges
Thanks!
Maggie
Using Guide Enterprise. All of our articles have the source language of English (US). We need our in-country support experts to be able to edit (and maybe add) translations of every article, but only for their language.
We tried creating a User Segment with standard Edit permissions, but we can not figure out how to restrict them to work only on a certain translation of an article. It seems that they can do anything within the article, including edit any existing translations. Again, we want to restrict them to editing only one translation.
Hello Mark Slupesky,
Unfortunately, if the agent has access to work on a certain translation of an article, then the agent will be able to edit any other translation. You can apply the Team Publishing workflow so all the edits need to be submitted for review. See About Guide Team Publishing (Guide Enterprise) for more information!
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