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

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14 Comments

  • Mark Slupesky

    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.

     

     

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  • Jennifer Rowe
    Zendesk Documentation Team

    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?

     

    1
  • Maggie Ungerboeck
    Community Moderator

    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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  • Sergio Valerio

    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
    0
  • Jennifer Rowe
    Zendesk Documentation Team

    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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  • Maggie Ungerboeck
    Community Moderator

    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

    0
  • Melody Quinn

    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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  • Sergio Valerio

    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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  • Avero Support

    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.

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  • Melody Quinn

    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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  • Jennifer Rowe
    Zendesk Documentation Team

    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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  • Ricardo
    Zendesk Community Team

    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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  • Sergio Valerio

    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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  • Maggie Ungerboeck
    Community Moderator

    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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