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.
- Managers 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.
- Click Apply user segment to assign permissions to a user segment of agents.
You can choose only staff member user segments, not end-users. You can apply multiple user segments.
On Suite Growth or Professional and 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.
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 or Professional and Guide Professional, you assign edit and publish permissions together, to a user segment of agents.
- Click Create.
- Click Back to return to the Management permissions page.
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. Guide Legacy customers should refer to the Guide Professional column.
Suite Growth and ProfessionalGuide Professional
Suite Enterprise and Enterprise PlusGuide Enterprise
|Edit and publish permissions||Edit and publish permissions||Edit permissions||Publish permissions|
|New unpublished article||Existing published article|
|Add inline attachments||x||x||x||x||x|
|Remove inline attachments||x||x||x||x||x|
|Set source translation||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|
|Open for comments||x||x||x||x|
|Submit for review||x||x||x|
|Restore article||Admins only|
|Delete article||Admins only|
|View history||Admins only|
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.
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.
Does setting the management permissions replace or supersede the "Help Center > Manage Guide" checkbox in the role settings?
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.
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