Issue symptoms
My Guide agents do not see the option to edit or publish articles.
Resolution steps
Editing and publishing permissions for Guide agents are not present by default and must be granted through the creation of management permissions.
If preferred, Support agents can be given Guide admin permissions following the steps in changing an agent's role to grant Guide admin privileges.
Support admins are Guide admins by default and do not require a management permission to edit and publish articles. Light agents in certain pricing plans can create and edit articles where they have been given permission. For more information, see the article: Understanding Guide roles and privileges.
2 comments
Rita Isabel Soares
Hi! My team just started publishing articles and something weird is happening. Some articles are published but still appear as a draft in the articles list. If we click a draft in the admin center, it displays as published. It seems to occur randomly becaus not all the articles are affected. Any idea of why this might be happening? Maybe it's a bug? Or maybe the agents learned how to trick the system in order to jump the approval workflow?
0
Dane
Upon checking, you have already coordinated with one of my colleague regarding this concern. It was resolved via ticket 10357135. Thank you.
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