Creating management permissions to define agent editing and publishing rights (Professional and Enterprise)

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10 Comments

  • Melody Quinn
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    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. 

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  • Maggie Ungerboeck
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    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

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  • Melody Quinn
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    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?

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  • Maggie Ungerboeck
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    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

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  • Sergio Valerio
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    Hi, I noticed that with Professional Plan you cannot set permission for these functionalities:

     
    Apply Templete
    Assign
    Approve
    Delete Article
    History
     
    Maybe I’m missing something: does this mean that the Articles are published without any “Approve" step?
    Or does this mean that is it impossible to delete articles?
     
    Thanks
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  • Jennifer Rowe
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    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!

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  • Sergio Valerio
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    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?

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  • Jennifer Rowe
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    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?

     

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  • Sergio Valerio
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    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

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  • Jennifer Rowe
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    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.

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