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
help
center, navigate to the article where you want
to
change
management
permissions, then click Edit article in the top menu
bar.
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. - (Enterprise
plans
only)
Click Article settings at the bottom of the sidebar.
- Under Managed By, click the drop-down arrow, then select
management
permissions
to determine which agents have editing and publishing rights for this
article.
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.
8 Comments
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?
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,
Best,
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?
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
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.
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.
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.
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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