Management permissions define editing and publishing permissions for agents. You apply management permissions to an article to determine agent editing and publishing access for that article.
- Admins is active by default and gives only Guide admins edit and publish permission.
- Editors and publishers (Enterprise plans only), gives all agents and admins edit permission, but gives only Guide admins publish permission.
Depending on your account, you might also have an Agents and managers management permission pre-generated for you. You can create custom management permissions as needed, up to 200.
Creating management permissions for agents
Management permissions include editing and publishing permissions. You can grant management permissions to any agents, including light agents, so that they can participate in the article creation and management process.
To build management permissions, you choose a user segment. See Creating user segments to give those agents editing and publishing permissions. You then apply that management permission to the appropriate articles. You must be a Guide admin to create management permissions.
- In Guide Admin, click the User permissions icon (
) in the sidebar.
- Click Management permissions.
- Click Add new.
- Enter a name for this management permission.
- In Permissions, select one or more existing user segments of agents or click Add new user segment to create a new user segment.
The first five Staff user segments appear by default. If you do not see your user segment, start typing in the permissions box, and matching user segments will appear.
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On Suite Growth and Professional or Guide Professional, you assign edit and publish permissions together to a user segment of agents.
Agents with edit and publish permissions can view, create, and update articles, as well as submit for review, publish, unpublish, and archive articles, where this management permission is applied. See the complete list of agent privileges.
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On Enterprise plans, you assign edit permissions and publish permissions separately to the same or different user segments of agents.
Agents with edit permissions can view, create, and update articles, as well as submit articles for review where this management permission is applied. Agents with publish permissions have edit permissions, plus they can publish, unpublish, and archive articles. See the complete list of agent privileges.
-
On Suite Growth and Professional or Guide Professional, you assign edit and publish permissions together to a user segment of agents.
- Click Create.
After you create management permissions, you can apply it to an article to determine agent editing and publishing access for that article. You can apply management permissions to an existing article or a new article.
Guide admins can apply any management permissions to an article, while agents can apply only the management permissions they belong to.
Understanding agent privileges by user management permissions
Management permissions include editing and publishing permissions.
The following table includes the complete list of agent privileges granted by edit and publish permissions for each plan. An x mark (x) indictes which plans include the privilege. Guide Legacy customers should refer to the Guide Professional column.
Privilege | Suite Team |
Suite Growth and Professional Guide Professional |
Suite Enterprise and Enterprise Plus Guide Enterprise |
||
---|---|---|---|---|---|
Edit and publish permissions | Edit and publish permissions | Edit permissions | Publish permissions | ||
New unpublished article | Existing published article | ||||
Update title | x | x | x | x | x |
Update section | x | x | x | x | |
Update labels | x | x | x | ||
Update body | x | x | x | x | x |
Update author | x | x | x | x | |
Add inline attachments | x | x | x | x | x |
Remove inline attachments | x | x | x | x | x |
Add translation | x | x | x | x | x |
Delete translation | x | x | x | x | |
Set source translation | x | x | x | x | |
Flag translation | x | x | x | x | x |
Add block attachment | x | x | x | x | |
Remove block attachment | x | x | x | x | |
Preview / Show in help center | x | x | x | x | x |
Set management permissions | x | x | x | x | |
Set view permissions | x | x | x | x | |
Promote article | x | x | x | x | |
Open for comments | x | x | x | x | |
View revisions | x | x | x | x | |
Restore revision | x | x | x | x | |
Apply template | x | x | |||
Preview | x | x | x | x | x |
Create article | x | x | x | x | x |
Submit for review | x | x | x | ||
Assign | x | x | x | ||
Approve | x | ||||
Publish | x | x | x | ||
Schedule publishing | x | ||||
Unpublish | x | x | x | ||
Archive article | x | x | x | x | |
Restore article | Admins only | ||||
Delete article | Admins only | ||||
View history | Admins only |
6 comments
Erin Daniels
Hello Zendesk,
Is there a way to make some of our agents admins over only certain categories in our help center?
We have some team members who oversee our internal articles and others who oversee our external articles. We are exploring ways to ensure internal agents don't edit or publish external articles without limiting their admin permissions for the internal help center.
Thank you!
5
Gab Guinto
At this time, there are no granular options available for customizing Guide admin/manager roles and permissions in Zendesk.
There's an active thread on a feature request where other users are discussing similar needs: Manage Guide permission. We recommend that you up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
Thanks Erin!
2
Justin Federico
Does setting the management permissions replace or supersede the "Help Center > Manage Guide" checkbox in the role settings?
0
Gab Guinto
Hi Justin,
![](/hc/user_images/A-nxFjGff8r8iY1VmUyqEw.png)
Selecting 'Manage Guide' under the role settings will give users assigned with that Support role the Guide admin role. When you create new custom management permissions, Guide admins, by default, are always included under 'Edit permissions' and 'Publish permissions' (and cannot be removed).
It's not possible to restrict the edit and publish access for Guide admins.
1
Mark Leci
How can we set up our guide agents so that they have edit access to a specific section rather than our entire KB? We have a content team, but we also have other teams that need access to sections of the KB and making those people editors of the entire KB is a risk.
0
Jupete Manitas
There is a limit to creating management permissions from the user segment to edit permissions and publish permissions as described here, however, if you are looking for a similar use case published in this product feedback - Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions, hence, we encourage you to follow and vote. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!
0