Announcing new Guide user permissions

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46 Comments

  • A.J. Bouchard

    If I give a user group publishing permissions, will they have access to the "Manage articles" menu so they can be part of the Team Publishing workflow? Or is that still only available to users who have "Manage Guide" permissions in their role?

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  • Jennifer Rowe

    Hi AJ,

    I will copy and paste the answer that the product manager gave to that question on a post during the beta, so I don't mess it up:

    "Any agent that has editor or higher privileges can access to the Manage Articles UI. They will only see articles in this view that they have been given edit or publish access to. So they'll see anything that they can actually edit on, and nothing they can't."

    Hope that helps!

    1
  • A.J. Bouchard

    Hi Jennifer! Thank you, that is very helpful.

    One follow up question: Will they then have access to the remainder of the Guide Admin menu? (Ex. Customize Design, Settings). Or will that be restricted?

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  • Shalaka Tendulkar

    Will the APIs be updated as well for this change? 

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  • Jennifer Rowe

    AJ: No, agents will not have access to any other parts of Guide Admin. Only Manage Articles, and only for articles they can edit or publish.

    Shalaka: This is the only API change I know of. The PM can let us know if there are any others.

    https://develop.zendesk.com/hc/en-us/articles/360001934168-Changes-to-Guide-Article-View-Permissions

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  • Shalaka Tendulkar

    Thanks Jennifer, that helps!

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  • Thomas Sparrow

    Some of this sounds great - i was relieved to read "If you need to change permissions for multiple articles at a time, you can use the Bulk Actions option in article lists."

    Do you have any time line when this will be rolled out?

    A concern i have is that just before release of our software we sync all our documentation over to Zendesk.  We ensure customers cannot see this because of the restriction we place on the section level and then just edit this when we want to launch the material.

    However - when we now sync the documentation will it automatically become available to customers?  Also - hoping our sync will continue to work.

    Will there be an option at the section level that gives a default setting to articles?

     

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  • Ryan McGrew

    Hey @Thomas,

    Each article now controls it's view permission and the API now has a new user_segment_id property. When syncing these articles, sync them with the user_segment_id with the internal User Segment you'd like (Managers, Agents & Managers). The articles won't be visible to customers until you update their view permission after the sync.

    Thanks!

    2
  • Bogdan Andrei Sturzoiu

    Hey there!

    @Shalaka: on top of the link Jennifer posted, you can also check out this one for more details: https://develop.zendesk.com/hc/en-us/articles/360001954227-Changes-to-Guide-Article-Management-Permissions

    We are moving the user_segment_id property from the section object to the article, and we'll remove manageable_by from the section.

    @Thomas: we're planning to GA the bulk action for changing permissions together with the new user permissions rollout.

    When sync-ing through the API, you will (eventually) have to provide a user_segment_id of an internal user segment to control visibility. For the time being (the next 3 months), if no user segment is provided, the article will inherit the visibility from the section it's placed in.

    For now, we are not planning to keep a default user segment at section level.

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  • Thomas Sparrow

    @Ryan McGrew,

    thanks for the answer.  Sounds like our sync should still work and the articles will not be visible.

    We can use the bulk action option to update the relevant articles to make them public at the required time.

    Sounds odd but hopefully this comes out after our release so we can check this out in a time of less stress :)

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  • Jeremy Heath

    For our company we restrict our sections by Organizations and tags 

    So will this change how ours works?

     

    I have a hidden section for staff that i don't want to suddenly become visible

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  • Thomas Sparrow

    @Ryan McGrew,

    thanks for the follow up information regarding the article inheriting permissions for the next 3 months if not set.

    This is important to us because we are trialing the sync app and using our next release as the trial (we don't use Zendesk to write our knowledge base content) so seems we have 3 months to get the provider to update the app as i guess after 3 months the app just may not work.

     

     

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  • Bogdan Andrei Sturzoiu

    @Jeremy: all the articles in the hidden section will inherit the visibility from the section - so they will all be hidden. The section will not be visible if all the articles inside are hidden.

    However, if you ever publish an article in that section and set it to visible, then the section above it will be made visible. A user can see a section name if they can see at least one article in it. They will, of course, not see the articles they don't have view permissions on.

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  • Jeremy Heath

    @Bogdan

    So when this change happens i will need to set every article manually to make sure it stays the same

    So the setting at B i need to move to A as well ?

    To ensure it stays the same

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  • Bogdan Andrei Sturzoiu

    @Jeremy: No, all articles will inherit the user segment from their section automatically. No need to do anything. You'll just see the user segment label on the article in Arrange articles.

    1
  • Chandra

    I have several sections that are locked down as Internal Only and all agents are allowed to publish in those sections. We use some of them as a makeshift workflow, so that I can get a notification when someone drops an article in there. I can then make the final edits and publish it to the customer-facing part of the site.

    I understand that existing articles will inherit the permissions of the section, but I assume new articles within those existing sections will need to be set manually on a per article basis.

    I will need to train many current agents on this before the cutover, and a screenshot would be helpful. 

    Questions:

    1. Will the setting look exactly as it does currently in the Section?

    2. Where will the setting be located within the article editor?

    3. Is there any possible way to configure the setting to an "Agent Only" view by default so that everything isn't public by default in case someone forgets?

    1
  • Bogdan Andrei Sturzoiu

    Hi Chandra,

    the visibility setting will have the same User Segment dropdown as on the section, only located on the Article Settings in the Editor. It will be labeled "Visible to."

    For point 3, all new articles default to "Agents and managers" (except for Guide Lite where it defaults to "Signed-in users" since there is no internal knowledge base).

    Thanks!

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  • Jackie

    This might be a bit of a noob question, but will this allow greater customizability in Guide? I've seen other help centers and was wondering how different teams are able to segment their articles under umbrella terms (ie all articles about refunds get clustered together). Or is that customizability something that users have to build themselves? 

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  • Bogdan Andrei Sturzoiu

    Hey Jackie,

    this change is only related to permissions (who can manage and who can see articles). You can currently label articles for internal grouping but we don't expose the labels to end-users. 

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  • Patrick Bennett

    How will the ability to place articles in multiple locations come into play? Did not see anything explained. Will this feature follow after the permissions change, or is it part of this roll out?

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  • Bogdan Andrei Sturzoiu

    Hey there,

    placing articles in multiple locations is not part of this roll-out. We're planning to get to EAP for that in Q1 2019.

    3
  • Thomas Joussot

    +1 Can't wait for this new feature, allowing multiple locations for an article!

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  • Todd Pauley

    This is all well and good, but we desperately need to be able to allow editing articles without opening up the ability to change help center themes and edit code. 

    These two things shouldn't be mutually exclusive.  

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  • Ryan McGrew

    Hey @Todd,

    This is now possible with the new Guide Permissions, you can give an agent publish permissions on an article without making them a Guide Manager. This means they have access to the Knowledge Base but not access to settings, themes, etc.

    Thanks!

    1
  • Todd Pauley

    Hey @Ryan!  

    SWEET!!  I was just about to edit my comment, as I saw a comment to that effect.  Can't wait for this to show up!  

    THANKS!!!  

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  • Rob Pfrimmer

    Did this new functionality for the article permissions roll out to everyone or just some accounts?

    I'm not sure if I'm misunderstanding how this works,I'm currently looking at our account and when I'm editing an article I cannot see anywhere to set permissions particularly for our end-users access to the articles.

    I can however see that I can set a User Segment on Sections.

    1
  • Bogdan Andrei Sturzoiu

    Hey Rob, 

    we're currently rolling out the new permissions system so it might take a few days until you'll see it in your account. It should be there by mid next week.

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  • Thomas Sparrow

    Hi @Bogdan / Zendesk,

    We got this rolled out the other day and i am now preparing an announcement to be sent out next week whilst i am on holiday but slightly confused.

    On the edit article page i can see where i can set who can Control edit and publish this article but where do i set who can view it?  I thought this is what had changed?  Or is it a 2 step roll-out?

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  • Bogdan Andrei Sturzoiu

    Hey Thomas,

    you are right, it's a two-step rollout, management permissions are going out first and then we'll enable view permissions for everybody.

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  • Thomas Sparrow

    Thanks @Bogdan - good to know.  By the way - it is great to see quick replies being given on this thread - putting some faith back in me

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