- View permissions for viewing content in the Help Center knowledge base. View permissions include both internal and external users.
- Management permissions for creating, editing, and publishing content in the Help Center knowledge base. Management permissions include internal users only.
User permissions are defined by user segments. You apply user segments to articles to define user viewing permissions. You use user segments to build management permissions, which you then apply to articles to define agent editing and publishing permissions.
Step 1: Start with the building block, user segments
User segments are the building block of user permissions. A user segment is a group of agents and/or end-users defined by a specific set of attributes. Before you build or set your user permissions, you'll want to make sure you have created the necessary users segments to define your user groupings.
There are two built-in user segments by default:
- Signed-in users includes users who are signed-in to your Help Center
- Agents and managers includes all agents and Guide admins
You can create custom user segments to further refine those groups of users as follows:
- Signed-in users, based on tags and/or organizations created in the Admin Center
- Staff (agents and admins), based on tags and/or groups created in the Admin Center
To create users segments, see Creating user segments.
Step 2: Build management permissions for editing and publishing
User permissions include content view permissions and management permissions. You do not need to build view permissions--you apply a user segment directly to an article to set the view permissions for that article-so you can skip this step for view permissions. You do need to build management permissions to define editing and publishing rights for agents, then apply it to an article to set agent management permissions for that article.
- Managers is active by default and gives only Guide admins edit and publish permission.
- Editors and publishers (this requires Enterprise) gives all agents and admins edit permission, but gives only Guide admins publish permission.
You can create management permissions based on user segments. On Professional, edit and publish permissions are assigned together, to a user segment of agents. On Enterprise, editing and publishing permissions are separate, so that they can be assigned to different user segments.
To create management permissions, see Creating management permissions to define agent editing and publishing rights.
Step 3: Apply user permissions to articles
- View permissions You apply a user segment to an article to set the view permissions for that article. To apply view permissions, see Setting view permissions on articles with user segments.
- Management permissions You apply management permissions to define editing and publishing rights for agents, then apply it to an article to set agent management permissions for that article. To apply management permissions, see Setting agent editing and publishing permissions on knowledge base articles.
Hi Team ,
Our Organization needs to set different user permissions in Guide for :
Any advice on how to set this configuration please?
Thanks very much
One of the publishers/editors doesn't have the Revisions section available. How can we grant permissions to see the revisions? Thanks.
Is it possible to make categories and sections visible only to agents and admins? Is it only articles? I want to have full categories in our KB only available to staff. Is this possible?
+1 to Silas Johnson. We need to have the ability to let guide editors access to update categories & sections. Not just admins.
I am trying to delete Publishers and editors but it says 'in -use' even though no articles are assigned this group - I have an identical group called Documentation Team I wish to use in its place
Also, another test role I created will not delete, how can I delete roles?
You can only delete a role if no agents are assigned to it. If agents are assigned to the role, you must remove them before you can delete it.
This is not an option, since im trying to edit the Management Permission roles for the User Segments that have Guide permissions -
I have a duplicate Management Permission User Segment called Admin(need to delete this) as well as the "editors and published" but these are both locked, can't seem to change them or delete them
If the user segment is currently applied to a topic, then you cannot delete it. You can edit the article or topic where the user segment is applied to change the user segment, see Setting view permissions on articles with user segments and Restricting access to community content.
Once you have confirmed that this is still not the case for you, kindly raise a ticket with us directly and we'll be glad to investigate from there. See Contacting Zendesk Customer Support. Thank you!
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