Can't select "Agents and Managers" for a Section

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3 Comments

  • Official comment
    Jessie Schutz
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    Hi Devin!

    I see that you're currently on the Regular pricing plan, which doesn't actually provide the ability to create an internal Knowledge Base with the Agents and Managers option.

    When you were in your Zendesk trial you were on the Plus plan which does provide that feature. The mostly likely scenario here is that you created a section with that restriction while you were on trial. That section remained, with the restrictions you chose, when you moved down to the Regular plan. But since that feature isn't included on Regular, you don't have the ability to create new sections or change existing sections to have that restriction.

    Hopefully that makes sense! Please let me know if you have any other questions!

  • Janiece Caldwell
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    How do I set someone as a "manager" role?

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  • Nicole - Community Manager
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    @Devin - There were some changes made to knowledge base functionality around permission management about six months ago, and visibility permissions are now managed at the article level rather than the section level.

    Knowledge bases that had permissions set at the section level were basically grandfathered in, with permissions applying to all articles within that section. Most likely what you are seeing are permissions that were implemented prior to that update.

    Here's the information on that change: (Announcing new Guide user permissions


    @Janiece - Here are the instructions on changing an agent's role to grant Guide Manager permissions.

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