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Allow admins to set a different management permission as the default in Guide
Planned
Posted Dec 20, 2021
We have created a second management permission profile in Guide to allow agents to have additional privileges on articles. The build-in Admin profile always gets set as the default and when folks on our team write new articles, they may forget to change the "managed by" field to allow for non-admins to make modifications.
Right now we have to periodically go in, filter on every article that doesn't have the proper "managed by" setting applied, and mass-update them.
It would be nice to be able to set a different default setting that applies site-wide.
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11 comments
Dave Dyson
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Dan R.
Upvote! I would like to be able to set the default so agents can edit articles for our internal knowledge base!
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Daniel Blomqvist
Upvote!
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Steven Aranaga
Yes! Upvote!
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Mark Nino Valencia
Any progress here?
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Darren Bell
Just found we have almost 1000 of articles all set to Managed By: Administrator so my agents can't edit them.
The Bulk Action only handles 30 at a time...when it works.
UPVOTE from me too!
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Katarzyna Karpinska
Hey Ylan Muller, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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Laveeza Yasin
I'd also like to UPVOTE as we've 4000+ articles in Knowledgebase and want the Agents to edit/publish new ones but permissions are restricted by 30 articles at a time which will take us an eternity to give permissions on 4000 articles.
Zendesk, please consider adding this bulk action as soon as possible!
Thank you.
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Victor Millette
The same is true for our company. We often send a link to the draft version of new articles, like release notes, to subject matter experts who usually have an agent role in ZenDesk. I usually remember to change this setting, but it's annoying when we forget to set it to Agents and Admins, and we do no need tighter access control.
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Darren Bell
The Bulk Action really is quite flaky. It only does 30 at a a time and doesn't always work, so you end up repeating the process multiple times.
It is best IT practice not to have too many “Admins” of a system, so it really baffles me that there is only two options for Articles - when there are clearly “Roles” available to use within Zendesk.
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Natalie Malam
I see that this is planned. Are there any updates as to when this feature will be available?
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