Understanding Guide user permissions for knowledge base access

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  • Ivelin Ivanov


    But how I can set permission for a section? I want to hide some section from all users and I want these section to be visible only by partners.

  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Ivelin,

    If you want to set permissions for all articles in a section, you can do it using bulk actions. 

    First create an article list, filtered by the section you want to restrict. 


    Then select all the articles in the list and bulk update the permissions.


    Hope that helps! 

  • Simon McConnell

    I have two sections, one with generally available articles, and a second with articles restricted to a certain group of users.

    I create a user segment for the chosen group.

    I create an article in the second section, and set it as Visible to the chosen group segment.

    Does this then mean that from the main landing page the second section is not visible to users who are not part of the chosen group?

    The goal is to redirect all users to a landing page, and if they are in the chosen group, they see additional information.

  • Brett Bowser
    Zendesk Community Team

    Hey Simon,

    So if you have all articles within a Section available to only users within a chosen user segment, that section will be completely hidden fro users outside that user segment. Same goes for Categories. If all Sections within a Category are hidden due to all articles within those Sections being visible to specific users, then the Category itself will be hidden from any users outside that segment.

    Let me know if the above doesn't make sense :)

  • Brett Bowser
    Zendesk Community Team

    Hey Stephen,

    There's no option to limit visibility at the section level. This is limited to the article editing page. However, if all articles within a section are restricted to only signed-in users then that section will only be visible to signed-in users. If all articles within the section are restricted to only agents and managers then the section will also only be visible to agents and managers.

    I hope the above make sense!

  • Kaira Diaz

    Why do I only have Management Permissions? How can I add View, Edit and Publish permissions?

  • Maggie Ungerboeck
    Community Moderator


    Management permissions is where you configure the View/Edit and Publish permission so you are in the right place. You can create additional segments of your staff members (in the User segments menu option above the Management permissions option) that you can assign to be able to edit and publish. 

    Being able to separate out the Edit and Publish permissions is a Guide Professional and Guide Enterprise feature - are you on one one of those editions?




  • Phil Williams

    I'm looking to set this up to separate articles for our partners from our standard end users.

    The concept makes sense as does the implementation but does this affect the answer bot at all?

    So will an end user who may or may not be logged in have article suggestions shown for partners only viewing?

    Same goes for the auto suggest for web form submission and articles injected into the ticket acknowledgement when a user sends in an email?

    Thanks in advance..

  • Phil Williams

    Not to worry, I've answered my own question! The answer bot and search respects the permissions.

    My mind is now racing to how I can leverage this feature!

  • Conza

    How do light agents fit into this?

    I want them to be able to view content, but not edit. 

    Basically we have our entire store network as light agents - want specific "store help centre" content, and so customers only see their stuff, and stores only see their stuff...

  • Ben Van Iten
    Zendesk Community Team

    Hi Conza,

    I would set up your articles so that only Guide managers can edit and publish them. Light agents cannot be set to Guide managers.

    If there's certain pages that you don't want certain users to see, user segments are the way to go: https://support.zendesk.com/hc/en-us/articles/115007686307-Creating-user-segments-for-Guide-user-permissions-Guide-Professional-and-Enterprise-

    Please let us know if you have any further questions or concerns!

  • Marci Abraham

    I am trying to bulk update permissions. We have Guide Enterprise, where we are able to set editing and publishing perms separately on individual articles...but in bulk mode, that doesn't seem possible. Am I missing it? 

  • Chandra Robrock
    Community Moderator

    Hi Marci Abraham - Taking a look at my own Zendesk account, it does appear that you can bulk update article permissions in Guide. Would you mind trying to select the articles you'd like to update and then click on Article Settings > Change Permissions? From there, you should see a pop-up window which allows you to select what Permission Type you'd like to update (either Managed By or Visible To). Hope that helps! 


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