We’re thrilled to announce a major overhaul of Zendesk Guide user permissions. User permissions include both view and management (edit and publish) permissions for articles.
We changed the permissions from being section-based to article-based. Previously, you could set view and management permissions at the section level, and they cascaded to all articles in that section. Now you set permissions for each article.
Also, we are introducing more fine-grained management permissions, with the option to separate content editors from publishers.
- Why are we doing this
- How it works
- A note about editors and publishers
- Related API changes
- What this means
Why we did this
We plan to give customers more control over the way they present content in the Help Center, including a more flexible content structure, the ability to place articles in multiple locations, and the ability to publish articles across different brands. To lay the foundation for these upcoming and existing features, we moved permissions from the section level to the article level.
We also wanted to give customers the option to differentiate between editing and publishing rights or to split the contributors into groups that can manage different types of content.
How it works
User permissions include view and management permissions:
- View permissions define viewing access for both internal and external users. As before, view permissions are still controlled by user segments, but now they are set on each article, instead of on a section.
- Management permissions define which agents can manage which articles, including editing and publishing permissions. Management permissions are now controlled by user segments and set at the article level.
View and management permissions are both based on user segments. User segments are separated into two types:
- Staff user segments are subsets of your company’s internal users (agents and managers).
- Signed-in user segments are subsets of users that sign in to your Help Center using an email address and a password.
At a high level, you create user segments to define groups of users based on attributes including, tags and/or organizations for signed-in users or tags and/or groups staff users.
You build user permissions by selecting user segments for view permissions and management permissions, and then you apply the permissions to an article. On Guide Enterprise, edit and publish rights are controlled separately, so you can select one user segment for edit rights and then select the same or a different user segment for publish rights.
Here’s an overview of how you build user permissions on Guide Professional and Guide Enterprise. You can get more information about how user segments are created in this article.
A note about editors and publishers
Management permissions include both publish and edit rights. On Guide Enterprise, you can give your agents separate edit and publish permissions. On Guide Professional, agents will get both edit and publish permissions when they are added to a management permission.
You can find a complete list of actions available to editors and publishers here.
The permissions you had set today in your Help Center did not change - existing section permissions have been applied to articles in that section. Note that if you previously had enabled your agents to publish content in one or more sections, they will now be able to publish articles anywhere in the Help Center with the new management permissions.
You can leave your permissions in place and train your agents to publish only in specific sections. Or, if you want a more restrictive model, here’s how you can control publishing rights.
- On Guide Enterprise, you can restrict publishing to Guide Managers only or a specific user segment. For each of the management permissions where agents are allowed to publish, remove the Agents and Managers user segment from the Publish section.
- On Guide Professional and Legacy, you can restrict editing and publishing to Guide Managers only. To remove agents’ right to publish: Bulk update all articles where the management permission includes Agents and change it to Managers. Do this for each of your brands.
Related API changes
For information about API changes related to the new Guide user permissions, see the following announcements:
What this means
We have migrated all existing permissions (both view and management) from each section to all the articles in that section. This means there is no change in your current article permissions.
Based on your current setup, we built management permissions and assigned them to every article in your Help Center.
If you need to change permissions for multiple articles at a time, you can use the bulk actions option in article lists. There, you can apply any filters you want to select a set of articles, and then bulk assign them new view or management permissions.
All the user segments you have today continue to be available. For new articles, just select the proper view or management permissions when you’re creating them.
The rollout for new user permissions begins September 27 and will appear in your account by October 5th.
We are rolling out management permissions first and then view permissions so you might not see both features in your account at the same time.
Check out these articles to learn more: