Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions

14 Comments

  • Official comment
    Tetiana Gron
    Zendesk Product Manager

    Hi everyone,

    We understand the importance of more granular permissions for Guide but unfortunately it is currently not on our radar. Thank you for the detail explanation of the suggested feature. It will help us a lot if we prioritise it one day.

  • Jake Edwards

    Thanks for creating.
    Blows my mind that "reordering articles" is in the same tier as "delete help centre*

    Article, section and category management (moderation, organisation) should be under an intermediate role between admin and agent. I.e contributer vs editor.

    12
  • Rafael Santos

    Thanks for raising this request and linking the other related posts.

    Adding to it, we would like to have granularity over the following Guide permissions:

    • Theme settings access (Changing active theme, viewing/editing/creating themes)
    • Category/Sections (Order in page, hierarchy in Category/Section, Title & Description Translations, creating/enabling/disabling)
    • User Segmentation (create/edit user segments, organize user segment priority order)
    • per-Brand access (similar to what's possible to define in User Segmentation for view/edit access)

    This becomes increasingly more relevant as our organization grows and specialized colleagues take ownership of specific functions without necessarily being knowledgeable in the other features. Limiting access to those would mitigate the risk to our different Help Centers

    Currently, the only viable alternative we can work with is to ask some teams to identify the target configuration elsewhere, then rely on someone with the permissions to apply that.
    This limits our working bandwidth and delays relevant changes.

    8
  • Ronja Sindek

    We also need the splitting of rights, most of all so that editors can also change the order of articles without being guide managers.

    7
  • Jake Edwards

    We're giving up on guide -- too rigid. Migrating to our public documentation to WordPress where there's more flexibility.

    A better move for SEO too.

    4
  • Ryan Boyer

    I agree completely with your feedback, @.... The current Guide Admin permissions are too broad and expansive. The user who needs access to arrange articles is not the same user who needs access to the Customize design, User Permissions, and Settings sections.

    Furthermore, deleting anything in Guide should be restricted to the fewest users possible. We have run into issues where we have granted users Guide admin access for the sole purposes of arranging articles and sections; yet, this access has led to users inadvertently deleting sections.

    @..., I appreciate your acknowledgment of this feedback. I'm a little disappointed that this is not something on the product roadmap. For me, it is a gap in the current Zendesk Guide product. I hope other users will continue to upvote this original post so that it gains more visibility.

    7
  • Andrew S

    Same. This also means our admins just get bogged down with "article reordering" requests instead of actually dealing with, well, admin stuff. Permissions settings for Guide definitely need more granularity. It'd be even more useful to be able to create roles and customize what they can do (Sharepoint-style, for example)

    8
  • Alon

    +1 to all the sentiment shared here. 

    I shouldn't have to be worried that an agent with the task of translating an article has the ability to change every aspect and even delete my help center. 

    7
  • Dpto. Informática

    Hi,

    Our Use Case is related to having separate out privileges to moderate content, mainly User Content. We would like to have a role to moderate this content but not the rest of the functionalities of the help center.

    Thanks

    4
  • Erin Daniels

    Hi all,

    I'd like to add another vote for creating granular options for customizing Guide admin/manager roles and permissions.

    Our help center is managed by two teams: one oversees the internal knowledge base, and the other handles the public help center.  We'd like to make members of each team admins over their respective content, which we have divided into distinct categories.  Ideally the internal team could not edit, move, or publish articles in the public categories and vice versa.

    It would be nice to have the option to give an agent admin rights, but then be able to select which categories and/or sections the admin rights apply to.  In addition, I agree with the points made above that customizable roles would be very useful. We'd love to see this type of update on Zendesk's roadmap. Thank you!

    8
  • Syd

    +1

    We accidentally had one of our "Internal" Agents publish an article publically which had some of our internal processes listed. This has become an increased concern for our team

    5
  • François Spinnael

    Same here, we have a lot of issues because of this.

    Some people just delete categories...

    Crazy that this isn't implemented

    4
  • James Flett

    Also agree. We'd like to allow users to create and edit categories and sections in Zendesk Guide, however, only Zendesk Guide admins are able to. Therefore we either have to:

    • Grant a large portion of users Zendesk Guide admin access, which, as mentioned in this thread, could lead to high impact mistakes; editing code, or deleting the help centre
    • Create and update categories and sections upon request from users, which creates a large amount of unnecessary work, wastes times for both parties, and doesn't scale well (scalability was one of the focusses for our migration to Zendesk) 

    I'm surprised there isn't more granularity and would really appreciate the option to grant users access to creating content in Zendesk Guide without having to provide them enough access to bring the whole thing down.

    5
  • k.hayashi

    I agree with this opinion. Additionally, it would be nice to be able to set up a separate agent for each help center administrator.

    2

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