Setting agent editing and publishing permissions on knowledge base articles

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  • William Grote

    Jennifer Rowe


    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?

  • Salim Cheurfi
    Zendesk Customer Care
    Hi William,
    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 
    I hope this helps, 
  • Erin McDougal

    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?

  • Zsa Trias
    Zendesk Customer Care

    Hello Erin,

    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

  • Laura P.

    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. 

  • Zsa Trias
    Zendesk Customer Care

    Hello Laura,

    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.

  • pascal sala

    Is it possible to brand-lock Zendesk guide editors so that they cannot access/edit content of other brands. I'm an admin of a multi-brand and currently our editors can access/edit content for all the brands even those that are not theirs this can lead to editors messing up content for other brands unknowingly hence the need to brand-lock editors so that they can only edit content under their brand. I will appreciate any response on this. Thank you in advance for your guidance.

  • Christine Diego
    Zendesk Customer Care
    Hi Pascal Sala,
    Unfortunately, this feature is not yet available, the edit permission is available on the account level, there is a community post looking for the same feature Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions
    I would suggest to upvote the post and add your use case on the comment section. Our Product Team reviews this forum regularly and it has inspired many of the enhancements we've made to Zendesk over the years.

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