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Does the team support plan Include help file/knowledge base?



Posted May 07, 2024

Does the team support plan Include help files/knowledge base? If I downgrade from professional to Team  Support, will it retain my help / knowledge base articles?


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Ivan Miquiabas

Zendesk Customer Care

Hi Jim Johnson,
 
Thanks for reaching out! The Zendesk support (Legacy) plans are separate from the Guide plans as stated here. So if you are referring to downgrading Guide Professional plan to Team plan, I believe articles will be retained but features on Guide Professional will not, check the details here 
 
 
Cheers! 

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Thanks for the response.   I appreciate your pointing me in the right direction on this.  While I may be being a little bit (maybe more than a little) of an engineer-geek on this, however, I'm cautious about doing the downgrade and losing my articles, which I have put a whole lot of work into (and which I have backed up, though would be loathe to have to recreate.)  
I'm not able to find any clear list that shows the  Team Support plan for a single agent ($25/month billed monthly) including the knowledge base (help articles), or where the two major guide functions of Knowledge Base and Community are split by plans, although in the KB articles the Community functions are clearly limited to the Professional and higher plans.
 

I can kind of deduce what's going on from the following:


I see this at the top of the ZD KB article that describes creating and editing articles:
https://support.zendesk.com/hc/en-us/articles/4408839258778-Creating-and-editing-articles-in-the-knowledge-base

What's my plan?

Suite allall plans

Which seems to say, yes, that function does apply to the Team Support plan.  The article itself talks about the “Guide Admin” being able to do this and that.  

 

So pursuing that, I read this article (which has the same header with respect to “supported plans")
https://support.zendesk.com/hc/en-us/articles/4408845823386-Changing-an-agent-s-role-to-grant-Guide-admin-privileges

and which says
"Zendesk Support admins are Guide admins by default. You cannot change the Guide role for a Support admin."

 

So putting that all together,  I guess, yes, the Team Support plan, which has a Support admin (me) would also have a Guide Admin, again me, and so the the Team Support plan allows editing and creating of knowledge base articles. 


Again, I appreciate the response. I've created a specific ticket for this and I'm going to wait to hear back on that before pulling the trigger on the downgrade.   I'll try to update this when I learn more.

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