Management permissions define editing and publishing rights for a user segment of agents. You apply management permissions to an article to determine agent editing and publishing rights for that article. The following options are available, but vary according to plan:
- Managers enables only Guide admins to edit and publish the article. This option is selected by default on new articles.
- Editors and publishers (Enterprise plans only), enables all agents and admins to edit this article but only admins can publish the article. This option appears only if it's been activated.
- Custom management permission enables specific user segments to edit and publish the article.
Depending on your account, you might also have an Agents and managers management permission pre-generated for you.
You apply permissions at the article level, not the section level. Guide admins can apply any management permissions to an article. Agents can apply only the management permissions they belong to.
Management restrictions do not apply to Guide admins. Admins can edit and publish all knowledge base content, regardless of the management permissions.
- In your
center, navigate to the article where you want
permissions, then click Edit article in the top menu
Alternatively, in Guide, click the Manage articles () icon in the sidebar, then select an article from an article list to open it in edit mode.
Click Article settings at the bottom of the sidebar.
- Under Managed By, click the drop-down arrow, then select
to determine which agents have editing and publishing rights for this
You can choose a pre-built option or a custom management permission (see Creating management permissions to define agent editing and publishing rights). Custom management permissions are not available on Suite Team.Guide admins can apply any management permissions. Agents with management permissions can apply only the management permissions they belong to. Agents who do not have management permissions on the article cannot change this option.Note: If you are on an Enterprise plan, then agents must have publish permissions on this article to change management permissions for the article. Agents with only edit permissions on this article cannot change the management permissions.
- Click Save.
How can I set up guide so that I have a small custom management group of agents able to edit and view and create - but not publish and then only 1-2 specific admins allowed to actually publish?
It is possible to do so by setting different editor and publisher permissions, basically the editors will be able to edit and create articles but publishers only will be able to publish the new articles and changes.
More information on our documentation https://support.zendesk.com/hc/en-us/articles/4408827952538-Creating-management-permissions-to-define-agent-editing-and-publishing-rights
I hope this helps,
Is it possible to change the default permission on all of our Help Center articles? We want all Admins and Agents to be able to edit our articles. It is annoying to have to always remember to flip that permission from Admins for every new article create. Can we make a different permission the default for new articles, instead of the current Admin default?
There is no setting in Guide where you can change the default permission for articles, unfortunately. I have found this existing feature request: Allow admins to set a different management permission as the default in Guide
I would suggest voting and providing your use-case here in order to provide our Product team valuable feedback for future changes to Zendesk.
For now, you can probably create a saved "Search list" of articles that are managed by "Admins", so you can easily update the permissions in bulk:
Please see this article: Using article lists for different views of your knowledge base content
Is there a way to prevent people from publishing in certain categories. We want to allow other teams to publish, but want to make sure they're not publishing in categories they don't own.
Management permissions are set in the article level and not in the category level, unfortunately.
If your goal is to prevent users from posting in the wrong categories and have more control on what gets to be published, you may want to check this article about Creating management permissions to define agent editing and publishing rights.
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