Creating management permissions to define agent editing and publishing rights

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  • 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!

  • Gab Guinto
    Zendesk Customer Care
    Hi Erin,
    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!
  • Justin Federico

    Does setting the management permissions replace or supersede the "Help Center > Manage Guide" checkbox in the role settings?

  • Gab Guinto
    Zendesk Customer Care

    Hi Justin,
    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.

  • Mark Leci
    Zendesk Luminary

    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. 

  • Jupete Manitas
    Zendesk Customer Care
    Hi Mark, thank you for writing in! 
    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!

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